Customer Success Manager

Bullhorn•Remote NOAM - Massachusetts, MA

2d•$85,000 - $105,000

About The Position

The Customer Success Manager (CSM) is a strategic partner and trusted advisor for Bullhorn’s most valuable customers. This role is accountable for the overall health of a portfolio of named accounts, with a focus on helping customers achieve mutually agreed upon business outcomes. The CSM drives customer satisfaction and retention by ensuring full functionality of critical workflows, fast resolution of technical issues, & supporting successful product adoption across the customer’s entire Bullhorn solution. A Typical Day Will Include... Serving as the primary point of contact for all operational account needs within a portfolio of complex, high-value customers Partnering with customers to define specific objectives to drive operational improvements within their Bullhorn environment. Create and execute iterative Mutual Action Plans that include specific success criteria and milestones to achieve these objectives Owning the operational governance of each customer within the assigned portfolio. Facilitate purposeful client meetings to review progress toward goals, performance metrics, align on initiatives, and manage escalations when necessary Acting as a central point of contact for support escalations, issue trends, & enhancement requests. Proactively identify risks and drive resolution quickly to prevent & mitigate customer escalations, coordinating cross-functional collaboration as needed Delivering proactive communication around product updates, system maintenance, and support insights Ensuring alignment across global, multi-divisional client environments to deliver consistent, high-value outcomes. Collaborate with broader Customer Success, Product, Technical Support, Product Support, and Account Management to align customer needs with Mutual Action Plan Facilitating Operational Business Reviews (OBRs) & contribute to Executive Business Reviews (EBRs) by preparing and presenting customer performance insights and strategic recommendations that advance our partnership Continually consuming product & industry training to develop deep expertise in Bullhorn products & their applications

Requirements

5–10+ years in Customer Success, Consulting, Professional Services or Support roles with large or enterprise clients
Strong technical acumen, strategic consulting, project management, and communication skills
Technical proficiency across multi-product SaaS environments; Bullhorn experience preferred and/or willingness to learn
Deep understanding of client business processes and ability to align product capabilities to drive measurable outcomes
Experience managing complex global client relationships across business units and time zones.
Proven ability to lead cross-functional collaboration and deliver under pressure
High emotional intelligence, executive presence, and ability to manage difficult conversations

Responsibilities

Serving as the primary point of contact for all operational account needs within a portfolio of complex, high-value customers
Partnering with customers to define specific objectives to drive operational improvements within their Bullhorn environment. Create and execute iterative Mutual Action Plans that include specific success criteria and milestones to achieve these objectives
Owning the operational governance of each customer within the assigned portfolio. Facilitate purposeful client meetings to review progress toward goals, performance metrics, align on initiatives, and manage escalations when necessary
Acting as a central point of contact for support escalations, issue trends, & enhancement requests. Proactively identify risks and drive resolution quickly to prevent & mitigate customer escalations, coordinating cross-functional collaboration as needed
Delivering proactive communication around product updates, system maintenance, and support insights
Ensuring alignment across global, multi-divisional client environments to deliver consistent, high-value outcomes. Collaborate with broader Customer Success, Product, Technical Support, Product Support, and Account Management to align customer needs with Mutual Action Plan
Facilitating Operational Business Reviews (OBRs) & contribute to Executive Business Reviews (EBRs) by preparing and presenting customer performance insights and strategic recommendations that advance our partnership
Continually consuming product & industry training to develop deep expertise in Bullhorn products & their applications