Mid-Market Customer Success Manager

BrightHire•New York City, NY

16d

About The Position

As 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.

Requirements

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

Responsibilities

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