Customer Success Manager

This is a fully remote position, open to applicants in North America.

📋 Description

• Act as the main contact for operational account requirements within a portfolio of complex, high-value clients.

• Collaborate with clients to establish objectives and enhance operational efficiency in their Bullhorn environment.

• Develop and implement iterative Mutual Action Plans that include success criteria and milestones.

• Oversee operational governance for assigned clients.

• Conduct client meetings to evaluate goals, metrics, initiatives, and escalations.

• Handle support escalations, identify issue trends, and manage enhancement requests.

• Recognize risks and facilitate cross-functional resolutions to alleviate customer escalations.

• Relay product updates, system maintenance information, and support insights.

• Coordinate global, multi-divisional client environments to ensure consistent results.

• Work in partnership with Customer Success, Product, Technical Support, Product Support, and Account Management teams.

• Lead Operational Business Reviews and contribute to Executive Business Reviews.

• Prepare and deliver insights on customer performance along with strategic recommendations.

• Engage in product and industry training to build expertise in Bullhorn products and applications.

⛳️ Requirements

• 5–10+ years of experience in Customer Success, Consulting, Professional Services, or Support roles with large or enterprise clients.

• Strong technical understanding.

• Proficient in strategic consulting.

• Competent project management abilities.

• Excellent communication skills.

• Technical proficiency across various SaaS products.

• Experience with Bullhorn is preferred, along with a readiness to learn.

• Thorough understanding of client business processes.

• Capability to align product functionalities with quantifiable business results.

• Experience managing intricate global client relationships across multiple business units and time zones.

• Demonstrated ability to lead cross-functional collaboration and perform under pressure.

• High emotional intelligence.

• Executive presence.

• Skillful in managing challenging conversations.

🏝️ Benefits

• Annual target bonus.

• Comprehensive benefits package.

• Medical, Dental, and Vision coverage.

• 401(k) plan.

• 401(k) matching.

• Unlimited Planned Paid Time Off.

• Global Mental Health Support.

• On-Demand Learning & Development opportunities.

• Quarterly paid volunteer days.

• Attractive Employee Referral Program.

• Company-wide mentorship program.

• Career development opportunities.

• Internal promotion opportunities.