Senior Mid‑Market Customer Success Manager – Americas – Championing Adoption, Retention, and Revenue Growth for High‑Impact SaaS Clients

About brighthush

brighthush is at the cutting edge of talent technology, redefining how mid‑market and growth‑stage organizations navigate the hiring journey. Our cloud‑native platform empowers talent leaders, recruiters, and hiring managers to streamline workflows, accelerate time‑to‑hire, and unlock data‑driven insights—all while maintaining an intuitive, scalable experience. With a portfolio that spans high‑growth startups, public enterprises, and industry leaders, brighthush is positioned at the forefront of enterprise talent technology.

We are a fast‑growing, well‑funded company backed by a global network of investors and partners. Our culture is built on continuous improvement, data‑centric decision making, and a relentless focus on customer success. If you thrive in a dynamic environment where you can shape product experience, drive measurable value, and collaborate across functions, brighthush is the place for you.

Role Overview

As a Senior Mid‑Market Customer Success Manager for the Americas, you will be the trusted advisor for a portfolio of approximately 60 mid‑market accounts, collectively generating over $1.5 M in ARR. You will partner with customers to accelerate adoption, optimize usage, and uncover expansion opportunities—all while ensuring a seamless, high‑touch experience that aligns with brighthush’s mission of hiring excellence.

Why This Role Matters

In the fast‑evolving SaaS landscape, customer success is the engine that turns a one‑time sale into a long‑term partnership. Your work will directly influence customer satisfaction, product adoption, and revenue growth. You’ll be the bridge between our customers’ hiring challenges and our platform’s capabilities, turning data into actionable insights and turning challenges into opportunities.

Key Responsibilities

• Customer Portfolio Management: Own a portfolio of 60 mid‑market accounts, each with unique hiring objectives and success metrics. Build deep, strategic relationships with hiring leaders, recruiters, and data analysts to understand their evolving needs.
• End‑to‑End Journey Ownership: From onboarding to renewal, ensure every touchpoint delivers value. Create a customized success plan for each account, outlining milestones, adoption goals, and ROI metrics.
• Adoption & Optimization: Guide customers through advanced platform features, integrations, and best practices. Use data analytics to surface opportunities for increased usage and ROI.
• Strategic Guidance & Expansion: Conduct quarterly business reviews (QBRs) that align platform capabilities with evolving hiring strategies. Identify upsell and cross‑sell opportunities that support revenue growth.
• Training & Enablement: Design and deliver customized training programs for recruiters, hiring managers, and data analysts. Create documentation, playbooks, and video tutorials that empower users.
• Cross‑Functional Collaboration: Partner with Product to provide customer feedback, prioritize feature requests, and participate in beta testing. Work with Support to resolve complex technical issues and ensure rapid resolution.
• Data‑Driven Insights: Leverage CRM, usage analytics, and customer health scores to forecast renewal risk, identify expansion prospects, and report on key performance indicators.
• Process Improvement: Continuously refine CS processes, templates, and tools to increase efficiency and scalability. Champion a culture of experimentation and learning.
• Thought Leadership: Represent brighthush at industry events, webinars, and customer advisory boards. Share best practices and insights that position brighthush as a thought leader in talent technology.

Essential Qualifications

• Minimum of 2 years of Customer Success experience in B2B SaaS, managing mid‑market or enterprise accounts.
• Proven track record of driving adoption, retention, and expansion for a portfolio of 50+ customers with a combined ARR of at least $1.5 M.
• Strong cross‑functional collaboration skills—experience working with Sales, Product, Marketing, Support, and Operations.
• Deep product knowledge and the ability to translate technical concepts into actionable insights for non‑technical stakeholders.
• Excellent communication skills—clear, concise, and persuasive in both written and verbal formats.
• Data‑savvy mindset—comfortable with CRM (e.g., Salesforce), analytics tools, and creating dashboards.
• Self‑motivated, detail‑oriented, and able to manage a high‑volume book of accounts while maintaining quality.

Preferred Qualifications

• Experience in the talent acquisition or HR tech space.
• Background in implementing complex integrations and workflow automations.
• Knowledge of hiring metrics such as time‑to‑fill, cost‑per‑hire, and quality‑of‑hire.
• Prior experience in a high‑growth startup environment.
• Familiarity with continuous improvement frameworks (Lean, Six Sigma).

Skills & Competencies

• Customer‑Centric Mindset: Passion for building trusted relationships and delivering measurable value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem Solving: Strong analytical skills and curiosity to diagnose and resolve complex issues.
• Influence & Negotiation: Comfortable advocating for customers and influencing cross‑functional teams.
• Adaptability: Thrives in a fast‑changing environment and embraces new challenges.
• Technology Fluency: Quick learner of new tools, integrations, and platform updates.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders across Customer Success, Product, and Engineering.
• Regular learning sessions, including product deep dives, industry trends, and customer success best practices.
• Opportunities to lead cross‑functional initiatives, such as product beta programs or customer advisory boards.
• Clear career pathways to Senior CSM, Director of Customer Success, or Customer Success Leadership roles.
• Support for external certifications (e.g., Certified Customer Success Manager, Product Management certifications).

Work Environment & Culture at brighthush

Our culture is defined by:

• Continuous Improvement: We live by the principle of “Implement Continuous Improvement” and encourage experimentation at every level.
• Data‑Driven Decision Making: Every initiative is backed by metrics, and we celebrate data‑driven wins.
• Collaboration & Transparency: Open communication channels, regular town halls, and cross‑team knowledge sharing.
• Work‑Life Balance: Unlimited PTO, flexible work arrangements, and a focus on outcomes rather than hours.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While the base salary for this role is competitive within the mid‑market Customer Success space, we also offer:

• Generous equity package with a 10‑year vesting schedule.
• Unlimited paid time off (recommended minimum of four weeks per year).
• Health, dental, and vision insurance with comprehensive coverage.
• Retirement savings plan with company match.
• Professional development stipend and access to industry conferences.
• Wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements—remote, hybrid, or on‑site options.

Ready to Join brighthush?

If you are a proactive, data‑driven Customer Success professional who thrives on building lasting relationships and driving measurable impact, we want to hear from you. Bring your passion for talent technology, your strategic mindset, and your commitment to customer success to brighthush, and help us shape the future of hiring for organizations worldwide.