Customer Success Manager

Bullhorn, Inc.; Massachusetts; Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) Match

Unlimited PTO

Global Mental Health Support

Learning & Development

Volunteer days

Employee Referral Program

Mentor program

Job summary

Bullhorn, Inc. is seeking a Customer Success Manager to serve as a strategic partner and trusted advisor for our valued clients in the United States.

You will own the health of a portfolio of named accounts, drive customer satisfaction, retention, and successful adoption of Bullhorn solutions across the full product suite. In this role, you will coordinate cross-functional teams, create Mutual Action Plans with measurable outcomes, manage escalations, and deliver Executive Business Reviews to

Qualifications

• 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

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

Job description

Bullhorn's core purpose and culture

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit www.bullhorn.com.

The Role

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

This Role Is a Fit for You If

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

Compensation and Benefits

• The annual base salary range for this position is $85,000 - $105,000.
• In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.
• What we offer...
• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Compensation and Transparency Statement

The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What we offer

Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more

Unlimited Planned Paid Time Off

Global Mental Health Support

On-Demand Learning & Development

Quarterly paid volunteer days

Lucrative Employee Referral Program (eligible for prior to your first day)

Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit www.bullhorn.com.