Mid‑Market Customer Success Manager – EMEA – Driving Adoption & Retention at brighthush

About brighthush

brighthush is a trailblazing SaaS company redefining how talent leaders, recruiters, and hiring managers orchestrate the hiring journey. With a mission to make every recruitment process faster, smarter, and more human, we empower organizations—from high‑growth startups to established public companies—to unlock the full potential of their talent pipelines. Our platform blends powerful automation with intuitive design, enabling teams to focus on what matters most: building great teams.

Founded in 2022 and backed by top-tier investors, including Y Combinator, brighthush has already partnered with industry leaders such as Opendoor, Plaid, Airtable, Snyk, Benchling, and SalesLoft. We’re on a rapid growth trajectory and are looking for passionate, customer‑centric professionals to join our expanding Customer Success family.

Role Overview

As a Mid‑Market Customer Success Manager for the EMEA region, you will be the linchpin between our customers and the brighthush product. You’ll own a portfolio of approximately 60 mid‑market accounts, collectively exceeding $1.5 M in ARR, and you’ll be responsible for ensuring each customer achieves measurable value through adoption, optimization, and continuous improvement. You’ll collaborate closely with Sales, Marketing, Product, and Operations to create a seamless, high‑touch experience that drives retention, expansion, and advocacy.

Key Responsibilities

• Customer Onboarding & Adoption – Lead the end‑to‑end onboarding journey, from kickoff meetings to configuration, training, and data migration. Craft tailored adoption plans that align with each customer’s hiring goals.
• Relationship Management – Build trusted, strategic partnerships with C‑suite executives, hiring managers, and technical leads. Serve as the primary advocate for the customer’s success within brighthush.
• Value Realization & Upsell Enablement – Track key performance indicators (KPIs) such as time‑to‑hire, cost‑per‑hire, and candidate quality. Use data to demonstrate ROI and identify opportunities for expansion or cross‑sell.
• Product Expertise & Training – Become a subject‑matter expert on brighthush’s platform. Deliver engaging, role‑specific training sessions and create “aha!” moments that deepen product usage.
• Cross‑Functional Collaboration – Partner with Sales to hand off renewal and upsell opportunities, with Marketing to share customer success stories, and with Product to relay feedback that shapes future releases.
• Process & Continuous Improvement – Own the end‑to‑end CS workflow for your book. Identify bottlenecks, propose automation, and iterate on processes to increase efficiency and scalability.
• Data‑Driven Insight – Leverage analytics tools to monitor health scores, churn risk, and adoption metrics. Present actionable insights to both customers and internal stakeholders.
• Community Building – Foster a community of brighthush users through webinars, user groups, and internal forums. Encourage peer learning and best‑practice sharing.

Essential Qualifications

• Minimum of 2 years of Customer Success experience in B2B SaaS, with a proven track record of managing mid‑market accounts.
• Experience managing a book of ~60 customers, collectively exceeding $1.5 M in ARR.
• Strong communication skills: you can distill complex concepts into clear, jargon‑free explanations.
• Demonstrated ability to build and nurture relationships across multiple stakeholder levels.
• Hands‑on experience with technically complex products and a passion for diving deep into configuration and data workflows.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Self‑starter mindset: you thrive in a fast‑moving environment and can prioritize tasks to maximize impact.

Preferred Qualifications

• Experience in the recruitment or HR tech industry.
• Background in data analysis or familiarity with SQL/BI tools.
• Previous exposure to high‑touch CS models and a deep understanding of the mid‑market sales cycle.
• Fluency in multiple European languages (e.g., German, French, Spanish) is a plus.

Skills & Competencies

• Customer‑Centric Mindset – You put the customer at the center of everything you do.
• Strategic Thinking – You see the big picture and align customer goals with brighthush’s roadmap.
• Analytical Acumen – You use data to uncover trends, diagnose issues, and recommend solutions.
• Project Management – You juggle multiple initiatives, deliver on time, and keep stakeholders informed.
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