Customer Success Manager, Mid-Market

Greenhouse is looking for a Customer Success Manager, Mid-Market to join our team!

Hiring well means engaging all parts of the business and leading organizational change. With this in mind, our Customer Success Managers guide our customers to drive the success of their organizations by transforming the way they hire. Customer Success at Greenhouse isn't just about relationship management - it's about digging into each customer's goals to uncover what value looks like for them, and using everything from product expertise to AI-powered workflows to deliver it.

Who will love this job

• A proud advocate – you'll be the voice of our customers while remaining compassionate, responsive, inventive, and effective
• An inventor – you don't wait for the playbook; you build AI workflows and automations that cut the busywork so you can spend your time on strategic customer work
• A decisive operator – you're comfortable with ambiguity, make good decisions fast with the information you have, and own the outcome either way
• A courageous communicator – you give candid feedback, handle tough pricing and product conversations head-on, and redirect hard moments back to business objectives
• A trusted subject matter specialist – you'll learn the ins and outs of our products and find creative solutions for every customer
• An excellent teammate – you're detail-focused but see the big picture, and bring ideas that elevate the team and our processes

What you’ll do

• Own and manage a book of mid-market customer relationships to showcase the value of Greenhouse and drive gross and net revenue retention
• Dig into each customer's goals through thoughtful discovery and translate them into positive business outcomes you execute and verify
• Build and refine AI-powered workflows that reduce administrative work and scale how you deliver value across your book
• Prioritize strategically across your accounts, deciding which products and features matter most to each customer in a fast-moving, competitive market
• Advocate internally for customer needs to our Support, Product, Engineering, and Sales teams
• Partner with Account Managers throughout the customer lifecycle to prevent churn, surface expansion opportunities, and ensure renewals
• Team up with Implementation Strategists through onboarding to ensure the successful launch of new Greenhouse customers
• Additional projects and responsibilities as business needs require

You should have

• 3+ years of hands-on account management or customer success experience, preferably in B2B tech/SaaS
• A track record of achieving or overachieving against gross revenue retention goals
• Demonstrated AI proficiency – you've built and iterated on AI workflows or automations, not just used the tools
• Strong written and verbal presentation skills
• Solutions-oriented objection handling, including high-pressure pricing and product conversations
• Ability to manage conflicting priorities across a large book of business
• Experience in the HR or Talent Acquisition tech space, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Applicants must be currently authorized to work in the United States on a full-time basis.

If you are based in California, we encourage you to read this important information for California residents linked here.

The national pay range for this role is $72,200- $100,000. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

Greenhouse provides a variety of benefits to employees, including medical, dental, and vision insurance, basic life insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For US-based employees, we offer short-term and long-term disability coverage, a 401(k) plan and company match. U.S. based employees also receive, per calendar year, up to 14 scheduled paid holidays and up to 80 hours of paid sick leave. Non-exempt employees accrue up to 20-25 days of paid vacation time annually, depending on tenure, and exempt employees have flexible paid time off (PTO).

#LI-MS2