Customer Success Manager

Bullhorn's core purpose and culture

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values:
Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them.

With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

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. For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry.

Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit

The Customer Success Manager (CSM) is a strategic partner and trusted advisor for Bullhorn’s most valuable customers. This role is accountable for the overall health of a portfolio of named accounts, with a focus on helping customers achieve mutually agreed upon business outcomes. The CSM drives customer satisfaction and retention by ensuring full functionality of critical workflows, fast resolution of technical issues, & supporting successful product adoption across the customer’s entire Bullhorn solution.

• Serving as the primary point of contact for all operational account needs within a portfolio of complex, high-value customers
• Partnering with customers to define specific objectives to drive operational improvements within their Bullhorn environment
• Create and execute iterative Mutual Action Plans that include specific success criteria and milestones to achieve these objectives
• Owning the operational governance of each customer within the assigned portfolio
• Facilitate purposeful client meetings to review progress toward goals, performance metrics, align on initiatives, and manage escalations when necessary
• Acting as a central point of contact for support escalations, issue trends, & enhancement requests
• Proactively identify risks and drive resolution quickly to prevent & mitigate customer escalations, coordinating cross-functional collaboration as needed
• Delivering proactive communication around product updates, system maintenance, and support insights
• Ensuring alignment across global, multi-divisional client environments to deliver consistent, high-value outcomes
• Collaborate with broader Customer Success, Product, Technical Support, Product Support, and Account Management to align customer needs with Mutual Action Plan
• Facilitating Operational Business Reviews (OBRs) & contribute to Executive Business Reviews (EBRs) by preparing and presenting customer performance insights and strategic recommendations that advance our partnership
• Contin…