[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. The Customer Success Manager (CSM) acts as a strategic partner for valued customers, ensuring satisfaction and retention by managing account health and facilitating successful product adoption.ResponsibilitiesServing as the primary point of contact for all operational account needs within a portfolio of complex, high-value customersPartnering 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 objectivesOwning 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 necessaryActing 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 neededDelivering proactive communication around product updates, system maintenance, and support insightsEnsuring 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 PlanFacilitating Operational Business Reviews (OBRs) & contribute to Executive Business Reviews (EBRs) by preparing and presenting customer performance insights and strategic recommendations that advance our partnershipContinually consuming product & industry training to develop deep expertise in Bullhorn products & their applicationsSkillsHave 5–10+ years in Customer Success, Consulting, Professional Services or Support roles with large or enterprise clientsHave a strong technical acumen, strategic consulting, project management, and communication skillsA technical proficiency across multi-product SaaS environments; Bullhorn experience preferred and/or willingness to learnA deep understanding of client business processes and ability to align product capabilities to drive measurable outcomesHave experience managing complex global client relationships across business units and time zonesA proven ability to lead cross-functional collaboration and deliver under pressureA high emotional intelligence, executive presence, and ability to manage difficult conversationsBenefitsBenefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and moreUnlimited Planned Paid Time OffGlobal Mental Health SupportOn-Demand Learning & DevelopmentQuarterly paid volunteer daysLucrative Employee Referral Program (eligible for prior to your first day)Company-wide mentor programCompany OverviewBullhorn provides cloud-based CRM solutions for companies in business services industries. It was founded in 1999, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.bullhorn.com.