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Enterprise Customer Success Manager

3 months ago

Boston, United States Bullhorn Full time

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you're in the area to stop by). Whether you're local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

Reporting to our Director of Strategic Customer Success, the Enterprise Customer Success Manager is responsible for driving the adoption and value realization of Bullhorn products for customers within our enterprise segment. You will partner with your customers to define and implement strategies that maximize the capabilities of the Bullhorn solutions, while ensuring alignment to best practices, customer specific business needs and industry trends. You will be responsible for building and executing on an operational success plan to ensure a positive customer experience and achievement of key milestones and ROI throughout the customer journey. Your success will be dependent on understanding customers' priorities and objectives and leading cross-functional efforts to deliver on those needs.

This position requires a mixture of strategic consulting, technical expertise, product knowledge, solutioning, project management, problem-solving, and advisory skills. The ideal candidate will be comfortable building strong, trusted relationships both internally and externally while driving outcomes and client retention.

A typical day will include...

  • Being responsible for defining and executing an operational success plan to drive desired outcomes of strategic customers, including solution adoption, technical optimization, and get well plans when there are gaps in achieving outcomes.
  • Partnering with the Account Management team and utilizing customer data to proactively identify opportunities for improvement in product adoption, utilization and the overall customer experience
  • Using your solid industry and technical skills - staffing industry, ATS, CRM, time & expense, data integration processes, Salesforce, Gainsight and various SaaS platforms are considered relevant
  • Cross-functional collaboration to ensure the right resources are engaged to deliver on customer success plan
  • Taking the lead in meetings with key stakeholders; having an executive presence and confidence in communications with technical, business, and VP & C-level stakeholders
This role is a fit for you if...
  • You have 7+ years of experience in Customer Success, Consulting or Professional Services with enterprise level customers
  • You have the ability to connect the dots between customer workflows, product optimization and its effect on value realization
  • You have experience spearheading initiatives with cross-functional teams on a number of concurrent, complex engagements
  • You can identify barriers to customer success and own the execution of an action plan to resolution
  • You have experience working with complex, multi-divisional, multi-geographical customers and driving alignment and consensus throughout the customer organization
  • You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • You have the ability to quickly build credibility, influence and manage a room
What we offer...
  • Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
  • Unlimited Planned Paid Time Off
  • Global Mental Health Support
  • On-Demand Learning & Development
  • Quarterly paid volunteer days
  • Lucrative Employee Referral Program (eligible for prior to your first day)
  • Company-wide mentor program


Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone's contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.