Scale Customer Success Manager Lead

Scale Customer Success Manager

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

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.