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

About brighthush

brighthush is a category‑creating, high‑growth, Series B software company that is redefining the hiring experience for organizations worldwide. By combining cutting‑edge AI, data‑driven insights, and an intuitive platform, we help companies of all sizes build exceptional teams faster, smarter, and more transparently. Our mission is simple: give every organization the hiring experience they deserve.

We have already partnered with some of the world’s most innovative companies—brighthush, brighthush, brighthush, brighthush—spanning from early‑stage startups to Fortune 500 enterprises. Our clients trust us to transform their talent acquisition processes, reduce time‑to‑hire, and improve the quality of new hires. As we continue to scale, we’re looking for passionate, self‑driven professionals who can help us shape the future of hiring and deliver outstanding value to our customers.

About the Role

As a Senior Mid‑Market Customer Success Manager at brighthush, you will own a portfolio of growing, high‑potential customers and lead their success from post‑sale handoff through renewal. This is a highly autonomous role that blends strategic thinking with hands‑on execution. You will be the trusted partner for Talent and HR leaders, guiding them through rollout, training, adoption, and long‑term value realization. Your impact will be measured by customer satisfaction, renewal rates, expansion revenue, and the overall health of your book of business.

You will collaborate closely with Sales, Implementation, Support, and Product teams, while also shaping how brighthush serves its Mid‑Market customers through continuous feedback, iteration, and improvement. This is a unique opportunity to influence both customer outcomes and the evolution of brighthush’s customer success motion.

Key Responsibilities

• Portfolio Ownership: Own a portfolio of Mid‑Market customers, leading all post‑sale engagement from implementation handoff through renewal with clear accountability for outcomes.
• Customer Onboarding & Adoption: Drive successful rollout, training, adoption, and ongoing value realization across your book of business.
• Renewal Management: Manage renewals end‑to‑end, positioning brighthush’s value, ROI, and long‑term partnership to drive retention and expansion.
• Customer Journey Design: Deliver a consistent, high‑quality customer journey using a blend of scaled programs (one‑to‑many content, playbooks, automated workflows) and targeted 1:1 engagement.
• Success Motion Execution: Execute efficient, repeatable success motions while exercising strong judgment on when to lean in with higher‑touch engagement.
• Data‑Driven Insight: Leverage data, usage trends, and health indicators to proactively identify risk, expansion opportunities, and moments that matter.
• Relationship Building: Build strong, trust‑based relationships with key stakeholders, from day‑to‑day administrators to senior Talent and HR leaders.
• Strategic Advising: Act as a strategic advisor, helping customers align brighthush to their hiring goals, change management needs, and interview strategy.
• Cross‑Functional Collaboration: Partner closely with Sales, Implementation, Support, and Product to ensure a seamless and coordinated customer experience.
• Voice of the Customer: Represent the voice of the customer internally, contributing insights that shape product improvements and customer success programs.
• Communication Excellence: Communicate clearly and effectively across formats—emails, decks, live meetings, executive readouts, and challenging conversations.

What You’ll Bring

• Experience: 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role at a B2B SaaS company.
• Commercial Ownership: Proven track record managing a variety of customer sizes across onboarding, adoption, and renewal, with direct commercial ownership.
• Autonomy: Comfort operating with autonomy—prioritizing work, making sound decisions, and owning outcomes without heavy oversight.
• AI & Automation Enthusiast: Strong interest and experience using AI tools, automation, and systems to streamline personal workflows and increase efficiency.
• Communication Skills: Excellent written and verbal communication skills—crafting crisp emails, building compelling decks, and leading high‑stakes meetings with confidence.
• Data Fluency: Comfortable using usage data, dashboards, and spreadsheets to inform recommendations and structure action and automation.
• Technical Curiosity: Technically curious and quick to learn—enjoy becoming a product expert and translating complexity into clarity for customers.
• Resourcefulness: Resourceful, proactive, and adaptable—able to navigate ambiguity while continuing to move customers forward.
• Team Player: Collaborative, low‑ego team player who partners effectively across functions.
• Responsible AI Advocate: Curiosity and enthusiasm for how responsible AI can improve hiring decisions and outcomes.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Experience with data visualization tools (e.g., Tableau, Power BI) is a plus.
• Strong analytical mindset with the ability to translate data into actionable insights.

Preferred Qualifications

• Experience in the talent acquisition or HR technology space.
• Background in product management or project management.
• Knowledge of AI ethics and responsible AI practices.

Skills & Competencies

• Strategic Thinking & Execution
• Customer Advocacy & Relationship Management
• Data Analysis & Insight Generation
• Project Management & Prioritization
• Change Management & Training Delivery
• Negotiation & Influence
• Adaptability & Problem Solving
• Collaboration & Cross‑Functional Leadership

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Mid‑Market Customer Success Manager, you will:

• Progress to a Customer Success Leadership role, overseeing a larger portfolio and mentoring junior CSMs.
• Gain exposure to product strategy, working closely with Product and Engineering to shape the roadmap.
• Participate in leadership development programs, including mentorship, workshops, and industry conferences.
• Access to continuous learning resources—online courses, certifications, and internal knowledge bases—to deepen your expertise in AI, SaaS, and customer success best practices.

Work Environment & Company Culture

brighthush fosters a culture of innovation, transparency, and collaboration. We value:

• Open communication and a flat hierarchy that encourages ideas from all levels.
• Work‑life balance, with flexible work arrangements and generous vacation policies.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and respected.
• Community engagement and volunteer opportunities, allowing employees to give back to the world.
• Regular team events, hackathons, and knowledge‑sharing sessions that keep the energy high and the learning continuous.

Compensation, Perks, & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles.
• Performance‑based bonuses tied to customer health metrics, renewal rates, and expansion revenue.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and a generous parental leave policy.
• Professional development budget and tuition reimbursement.
• Wellness programs, including gym memberships, mental health support, and mindfulness sessions.
• Team‑building retreats, off‑site events, and social gatherings.

Equal Employment Opportunity

brighthush is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non‑merit factor. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ready to Join brighthush?

If you are a proactive, customer‑centric professional who thrives in a fast‑paced, high‑growth environment, we want to hear from you. Bring your passion for AI, your knack for building lasting relationships, and your drive to help organizations transform their hiring processes. Apply today and become a key player in shaping the future of talent acquisition at brighthush.