Customer Success Manager, Mid-Market

About This Role

Greenhouse is seeking a Customer Success Manager (Mid-Market) to join our growing Customer Success team. In this role, you'll be the strategic partner for mid-market customers, guiding them to transform their hiring processes and achieve their organizational goals. This is a fully remote position based anywhere in the United States, offering the flexibility to work from your preferred location while making a meaningful impact on how companies hire.

Our Mission

At Greenhouse, our mission is to make hiring work for everyone. We believe that great people are the foundation of success, and we go to great lengths to hire and retain exceptional talent. When you join Greenhouse, you'll be part of a team that collaborates purposefully, fosters genuine inclusivity, and communicates with transparency and accountability. You'll have the opportunity to do the best work of your career while solving meaningful problems alongside remarkable teams.

What Customer Success Means at Greenhouse

Customer Success at Greenhouse goes far beyond traditional relationship management. Our Customer Success Managers are strategic advisors who dig deep into each customer's unique goals, uncover what success looks like for their organization, and deliver tangible value through our products and AI-powered workflows. Hiring well requires engaging all parts of the business and leading organizational change—and you'll be instrumental in helping customers achieve this transformation.

Who Will Thrive in This Role

We're looking for professionals who embody these key characteristics:

• A Proud Advocate: You'll be the voice of our customers—compassionate, responsive, inventive, and effective in championing their needs while remaining grounded in business realities.
• An Inventor: Rather than waiting for a playbook, you proactively build AI workflows and automations that eliminate busywork, freeing you to focus on high-impact, strategic customer initiatives.
• A Decisive Operator: You're comfortable navigating ambiguity, make sound decisions quickly with available information, and take ownership of outcomes—regardless of how they turn out.
• A Courageous Communicator: You deliver candid feedback, tackle challenging pricing and product conversations head-on, and redirect difficult moments back to core business objectives.
• A Trusted Subject Matter Specialist: You'll master the ins and outs of our products and continuously develop creative solutions tailored to each customer's unique needs.
• An Excellent Teammate: You balance attention to detail with big-picture thinking, and you actively contribute ideas that elevate team processes and collective performance.

Key Responsibilities

• Own and manage a portfolio of mid-market customer relationships, demonstrating the value of Greenhouse and driving gross and net revenue retention metrics.
• Conduct regular business reviews and strategic check-ins to ensure customers are achieving their hiring objectives and maximizing ROI from their Greenhouse investment.
• Identify expansion opportunities within existing customer accounts and collaborate with sales to drive upsell and cross-sell initiatives.
• Serve as the primary point of contact for assigned customers, building trust and becoming their strategic advisor on hiring transformation.
• Work cross-functionally with Product, Engineering, and Support teams to gather customer feedback and advocate for improvements that address market needs.
• Leverage Greenhouse's AI-powered workflows and automation capabilities to reduce friction in customer success processes and improve time-to-value.
• Monitor customer health indicators and proactively identify at-risk accounts, developing retention strategies and remediation plans.
• Develop deep product expertise and stay current with industry hiring trends, best practices, and competitive landscape to position yourself as a trusted advisor.
• Contribute to the development and refinement of customer success playbooks, frameworks, and processes that scale across the team.

Why Join Greenhouse

Working at Greenhouse means being part of a mission-driven organization that believes in the power of great hiring. You'll have the autonomy to shape your own success strategies, access to cutting-edge AI tools and workflows, and a collaborative environment where your voice truly matters. The company fosters transparency, accountability, and inclusivity—values that extend to how we support our teams and serve our customers.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K to $110K USD annually, varying by experience and location.