Offer summary

Qualifications:

3+ years in Customer Success or Account Management in B2B SaaS., Experience managing a portfolio of hundreds of accounts through the full lifecycle., Strong communication skills, capable of crafting clear emails and leading discussions., Technically savvy with the ability to support workflows and interpret data..

Key responsibilities:

Manage a large portfolio of SMB customers from onboarding to renewal.

Implement scalable processes to improve customer success and efficiency.

Collaborate with cross-functional teams to ensure a seamless customer experience.

Use data and AI tools to identify risks and opportunities for customer growth.

Job description

BrightHire is a category-creating, Series B software company with a mission to give everyone the hiring experience they deserve.

We deliver on this mission by transforming the way many of the world’s leading companies build exceptional teams. We created the Interview Intelligence category, and our clients include some of the world’s most innovative companies—from Canva and Zapier to HCA Healthcare—as well as members of the Fortune 100.

Job Title

Scale Customer Success Manager

Location

Remote USA or LATAM

About the Role

The Scale Customer Success Manager will own a large and dynamic portfolio of SMB customers, driving value across the entire lifecycle—from onboarding to renewal. This is a high-ownership, high-velocity role focused on systems, process, and scalable execution. The right candidate will be a curious problem-solver who thrives on turning ambiguity into action. You’ll experiment, tinker, build, and optimize—leveraging AI tools, data, and product expertise to guide customers to success at scale. Ideal candidates are self-directed, scrappy, and energized by the pace and opportunity of a high-growth environment.

What You'll Do

Manage a portfolio of hundreds of SMB customers, owning outcomes across onboarding, adoption, renewal, and expansion
Execute efficient, repeatable motions to drive product adoption and customer outcomes at scale
Monitor usage trends and health indicators to proactively identify risks and opportunities
Build scrappy processes and one-to-many programs that improve customer success and internal efficiency
Collaborate cross-functionally with Product, Support, Implementation, and Sales to ensure a seamless customer experience
Guide customers through technical setups and product configurations, becoming a go-to expert on BrightHire’s capabilities
Communicate clearly and effectively—through written updates, data stories, executive decks, and challenging conversations
Help shape the future of our SMB success motion through experimentation, iteration, and feedback

What You'll Bring

3+ years in Customer Success or Account Management in B2B SaaS, ideally in a scaled/low-touch environment
Experience managing a portfolio of hundreds of accounts with full ownership of lifecycle responsibilities including onboarding, adoption, and renewals
Background in Recruiting or HR Tech (especially Recruiting Tech) strongly preferred
Strong communicator—able to craft crisp emails, build clean decks, lead enablement sessions, and hold direct commercial conversations
Technically savvy—you pick up new tools quickly, can support technical workflows, and love being a product expert
Data fluent—comfortable in Sheets/Excel and BI tools, and confident interpreting data to inform action
Creative, scrappy, and resourceful—able to find a way forward and solve problems independently
Resilient and adaptable—can handle competing priorities and navigate ambiguity without losing momentum
Collaborative and low-ego—team player who contributes to shared goals
Motivated to learn, grow, and win in a fast-paced, high-growth environment

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment 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 other non-merit factor. *Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property.

*Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property.

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