Customer Success Manager, Mid-Market

The Wrap; United States; Hybrid; USD 72,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Mental health resources

Parental leave

Job summary

Greenhouse is seeking a Customer Success Manager, Mid-Market to own a book of mid-market relationships and drive revenue retention through strategic discovery and value delivery. You will build AI-powered workflows, collaborate with cross-functional teams, and guide customers toward defined outcomes.

The role emphasizes strong communication, prioritization, and the ability to manage competing priorities across a large book of business in a remote-first company operating nationwide in the United

Qualifications

• 3+ years of hands-on account management or customer success in B2B tech/SaaS.
• Proven ability to achieve gross revenue retention goals.
• Demonstrated AI proficiency – built or iterated on AI workflows or automations.

Responsibilities

• Own and manage mid-market customer relationships to demonstrate value and drive revenue retention.
• Discover customer goals and translate into positive outcomes you execute and verify.
• Build and refine AI-powered workflows to reduce admin work and scale value delivery.
• Prioritize accounts to decide which products matter most in a fast-moving market.
• Advocate for customer needs with Support, Product, Engineering, and Sales teams.
• Collaborate with Account Managers to prevent churn and surface expansion opportunities.
• Work with Implementation Strategists to launch new Greenhouse customers.

Skills

Account management

Customer success

AI workflows

Presentation skills

Objection handling

Prioritization

HR/TA space experience

Job description

Our mission at Greenhouse is to make hiring work for everyone - so we go to great lengths to hire great people because we believe that they're the foundation of our success. At Greenhouse, you'll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can achieve our mission.

Join us to do the best work of your career, solving meaningful problems with remarkable teams.

Greenhouse is looking for a Customer Success Manager, Mid-Market to join our team!

Hiring well means engaging all parts of the business and leading organizational change. With this in mind, our Customer Success Managers guide our customers to drive the success of their organizations by transforming the way they hire. Customer Success at Greenhouse isn't just about relationship management - it's about digging into each customer's goals to uncover what value looks like for them, and using everything from product expertise to AI-powered workflows to deliver it.

Who will love this job

• A proud advocate - you'll be the voice of our customers while remaining compassionate, responsive, inventive, and effective
• An inventor - you don't wait for the playbook; you build AI workflows and automations that cut the busywork so you can spend your time on strategic customer work
• A decisive operator - you're comfortable with ambiguity, make good decisions fast with the information you have, and own the outcome either way
• A courageous communicator - you give candid feedback, handle tough pricing and product conversations head-on, and redirect hard moments back to business objectives
• A trusted subject matter specialist - you'll learn the ins and outs of our products and find creative solutions for every customer
• An excellent teammate - you're detail-focused but see the big picture, and bring ideas that elevate the team and our processes

What you’ll do

• Own and manage a book of mid-market customer relationships to showcase the value of Greenhouse and drive gross and net revenue retention
• Dig into each customer's goals through thoughtful discovery and translate them into positive business outcomes you execute and verify
• Build and refine AI-powered workflows that reduce administrative work and scale how you deliver value across your book
• Prioritize strategically across your accounts, deciding which products and features matter most to each customer in a fast-moving, competitive market
• Advocate internally for customer needs to our Support, Product, Engineering, and Sales teams
• Partner with Account Managers throughout the customer lifecycle to prevent churn, surface expansion opportunities, and ensure renewals
• Team up with Implementation Strategists through onboarding to ensure the successful launch of new Greenhouse customers
• Additional projects and responsibilities as business needs require

You should have

• 3+ years of hands-on account management or customer success experience, preferably in B2B tech/SaaS
• A track record of achieving or overachieving against gross revenue retention goals
• Demonstrated AI proficiency – you've built and iterated on AI workflows or automations, not just used the tools
• Strong written and verbal presentation skills
• Solutions-oriented objection handling, including high-pressure pricing and product conversations
• Ability to manage conflicting priorities across a large book of business
• Experience in the HR or Talent Acquisition tech space, a plus

Applicants must be currently authorized to work in the United States on a full-time basis.

If you are based in California, we encourage you to read this important information for California residents linked here.

The national pay range for this role is $72,200- $100,000. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

Greenhouse provides a variety of benefits to employees, including medical, dental, and vision insurance, basic life insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For US-based employees, we offer short-term and long-term disability coverage, a 401(k) plan and company match. U.S. based employees also receive, per calendar year, up to 14 scheduled paid holidays and up to 80 hours of paid sick leave. Non-exempt employees accrue up to 20-25 days of paid vacation time annually, depending on tenure, and exempt employees have flexible paid time off (PTO).

Who we are

At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We're committed to designing and responsibly using AI tools to transform how we work while keeping people at the center. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that's committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company - and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We're proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row.

Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to [e-mail].

Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.