Senior Customer Success Manager

About the role

We are looking for a Senior Customer Success Manager to lead the onboarding and implementation of Brightmine’s HR solutions for new and existing clients in the United States. Reporting to the Customer Success & Delivery Leadership Team, you will ensure a smooth, data‑driven onboarding experience that drives product adoption and long‑term customer success.

Key responsibilities

• Deliver seamless onboarding and execute a customer engagement strategy for the US reward product.
• Conduct online and occasional in‑person training sessions to boost user understanding and product utilization.
• Assist customers in mapping job roles and competencies to Brightmine’s taxonomy.
• Provide regular status updates to Customer Success, Delivery and Data Operations leadership.
• Run data‑driven outreach programs to increase engagement and maintain timely touchpoints.
• Troubleshoot customer issues, support help‑desk inquiries and manage user access.
• Maintain accurate records of all customer interactions and deliver insights on trends to inform product development.

Required profile

• Proven experience in onboarding and implementing SaaS HR products.
• Strong ability to understand and translate customer requirements into actionable plans.
• Collaborative mindset, working closely with New Business, Customer Growth and other internal teams.
• Data‑oriented approach to drive engagement and measure success.

Required skills