Senior Customer Success Manager

About the role

The Senior Customer Success Manager will lead onboarding and implementation of Brightmine’s HR solutions for new and existing customers in the United States. Reporting to the Customer Success & Delivery Leadership Team, you will ensure a smooth, positive onboarding experience and drive early product adoption.

Key responsibilities

• Deliver seamless onboarding and execute a customer engagement strategy that supports account success and retention.
• Conduct online and occasional in‑person training sessions to boost user understanding and product adoption.
• Assist customers in mapping their role information to Brightmine’s job‑matching taxonomy.
• Provide regular status updates to Customer Success, Delivery, and Data Operations leadership.
• Run data‑driven outreach programs to increase engagement and schedule targeted 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 customer success, onboarding, or implementation within SaaS or HR technology environments.
• Strong understanding of HR data, role taxonomy, and workforce analytics.
• Ability to collaborate with sales, growth, and delivery teams to ensure seamless hand‑offs.
• Excellent communication skills and a customer‑centric mindset.

Required skills

What we offer

• Opportunity to work with cutting‑edge HR analytics tools.
• Collaborative, inclusive culture that encourages curiosity and new ideas.
• Professional growth within a fast‑expanding HR technology company.