About the RoleAs a Mid-Market Customer Success Manager at BrightHire, you'll own a portfolio of growing, high-potential customers and lead their success from post-sale handoff through renewal. This role is built for a CSM who thrives on creativity and autonomy - someone who can independently run their book of business while delivering a thoughtful, consistent customer experience.
You'll guide customers through rollout, training, adoption, and long-term value realization, acting as a trusted partner to Talent and HR leaders as they embed BrightHire into their hiring workflows. Success in this role requires balancing efficiency with impact: leveraging scaled programs, data, and automation while knowing when to engage more deeply through live conversations, enablement sessions, and executive-level discussions.
This is a highly autonomous role with meaningful ownership over customer outcomes and commercial results. You'll collaborate closely with Sales, Implementation, Support, and Product, while also shaping how BrightHire serves its Mid-Market customers through feedback, iteration, and continuous improvement. It's an opportunity to have real influence - on your customers' hiring outcomes and on the evolution of BrightHire's customer success motion.
What You'll Do- Own a portfolio of Mid-Market customers, leading all post-sale engagement from implementation handoff through renewal with clear accountability for outcomes
- Drive successful rollout, training, adoption, and ongoing value realization across your book of business
- Manage renewals end-to-end, positioning BrightHire's value, ROI, and long-term partnership to drive retention and expansion
- 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
- Execute efficient, repeatable success motions while exercising strong judgment on when to lean in with higher-touch engagement
- Leverage data, usage trends, and health indicators to proactively identify risk, expansion opportunities, and moments that matter
- Build strong, trust-based relationships with key stakeholders, from day-to-day administrators to senior Talent and HR leaders
- Act as a strategic advisor, helping customers align BrightHire to their hiring goals, change management needs, and interview strategy
- Partner closely with Sales, Implementation, Support, and Product to ensure a seamless and coordinated customer experience
- Represent the voice of the customer internally, contributing insights that shape product improvements and customer success programs
- Communicate clearly and effectively across formats - emails, decks, live meetings, executive readouts, and challenging conversations
What You'll Bring- 3+ years of experience in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company
- Experience managing a variety of customer sizes across onboarding, adoption, and renewal, with commercial ownership
- Comfort operating with autonomy - you can prioritize your work, make sound decisions, and own outcomes without heavy oversight
- Strong interest and experience using AI tools, automation, and systems to streamline your personal workflows and increase efficiency
- Excellent written and verbal communication skills - you can craft a crisp email, build a compelling deck, and lead high-stakes meetings with confidence
- Data fluency - comfortable using usage data, dashboards, and spreadsheets to inform recommendations and structure action and automation
- Technically curious and quick to learn - you enjoy becoming a product expert and translating complexity into clarity for customers
- Resourceful, proactive, and adaptable - able to navigate ambiguity while continuing to move customers forward
- Collaborative, low-ego team player who partners effectively across functions
- Curiosity and enthusiasm for how responsible AI can improve hiring decisions and outcomes
