Chief Customer Officer – Global Client Experience & Strategic Growth Architect for a Remote‑First Legal Services Innovator at brighthush

About brighthush

brighthush is not just a legal services firm; it is a movement that is reshaping how law is practiced, delivered, and experienced. With a relentless focus on technology and a customer‑obsessed culture, we empower businesses and individuals to navigate the most complex legal landscapes with confidence, clarity, and a forward‑thinking mindset. Operating as a fully remote‑first organization, we have built a culture that thrives on flexibility, collaboration, and high impact. Our practice spans corporate law, healthcare regulations, compliance, risk management, contract administration, dispute resolution, white‑collar crime, and insolvency matters. Every client receives a tailored, proactive, and transparent experience that aligns with their strategic goals. Our seasoned professionals are guided by integrity, excellence, and a dedication to long‑term relationships.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll be part of a dynamic, future‑focused organization that is redefining how legal services are delivered. Our fully remote‑first model gives you the freedom to work from anywhere while fostering a collaborative, high‑impact culture. Clients trust us to deliver pragmatic solutions, and our people thrive on the opportunity to shape the future of legal services. If you are a visionary leader who can blend customer‑centric thinking with strategic execution, you will find a home at brighthush where your ideas drive real change.

Role Overview

The Chief Customer Officer (CCO) is a senior, full‑time executive responsible for defining and executing brighthush’s customer strategy across every touchpoint. This pivotal role ensures that our clients experience seamless, high‑quality service and that internal teams are aligned around a shared customer‑first mindset. The CCO will partner with legal, operations, marketing, and technology leaders to build scalable processes, measure success, and continuously elevate the client journey.

Key Responsibilities

• Customer Strategy & Vision: Craft a forward‑looking customer experience strategy that supports brighthush’s growth objectives and positions the firm as a leader in client‑centric legal services.
• Client Relationship Leadership: Oversee key client accounts, ensuring proactive engagement, satisfaction, and retention while fostering long‑term partnerships.
• Experience Design: Create and refine customer experience frameworks, journey maps, and service standards that reflect brighthush’s values and deliver measurable outcomes.
• Data‑Driven Insights: Establish and monitor KPIs, CSAT scores, NPS, and other metrics to inform continuous improvement and strategic decision‑making.
• Cross‑Functional Collaboration: Partner with legal, operations, marketing, and technology teams to embed customer insights into product development and service delivery.
• Business Development Support: Identify upsell and cross‑sell opportunities, and collaborate with the sales team to convert insights into revenue growth.
• Team Leadership & Mentorship: Build, coach, and inspire a high‑performing customer success and account management team that embodies brighthush’s culture.
• Change Management: Champion a customer‑centric culture across the organization, driving adoption of best practices and new initiatives.
• Stakeholder Communication: Present customer insights, performance reports, and strategic recommendations to senior leadership and the board.
• Project Leadership: Lead cross‑functional projects that enhance client experience, ensuring they are delivered on time and within budget.

Essential Qualifications

• Proven experience in account management, customer experience, or client success roles within professional services or legal environments.
• Strong track record of building trust‑based relationships with high‑profile clients.
• Demonstrated ability to develop and execute customer‑centric strategies that drive satisfaction and revenue growth.
• Excellent project management skills, with a history of leading cross‑functional initiatives.
• Exceptional communication, negotiation, and stakeholder‑management abilities.
• Data‑informed decision‑making mindset, with proficiency in using analytics to drive improvements.
• Leadership experience, including mentoring teams, driving change, and fostering a culture of continuous learning.
• Bachelor’s degree in Business, Law, Management, or a related field; advanced degrees or certifications in customer success, project management, or business strategy are a plus.
• Comfortable working in a fully remote environment, with strong organizational and digital collaboration skills.

Preferred Qualifications

• Experience in the legal services industry or a related professional services sector.
• Background in compliance, risk management, or healthcare regulations.
• Familiarity with customer experience platforms (e.g., Gainsight, Totango, or similar).
• Knowledge of legal technology tools and emerging trends in legal operations.
• Experience managing a global or multi‑region client portfolio.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset
• Relationship Management & Trust Building
• Data Analysis & KPI Management
• Project & Program Management
• Change Management & Cultural Transformation
• Communication & Presentation Excellence
• Collaboration Across Functions
• Adaptability & Resilience in Remote Settings
• Continuous Learning & Innovation

Career Growth & Development

At brighthush, your career trajectory is designed to be both challenging and rewarding. As CCO, you will:

• Shape the future of client experience across a rapidly expanding firm.
• Collaborate with senior leaders on strategic initiatives that influence the entire organization.
• Lead a high‑impact team and mentor the next generation of customer success professionals.
• Gain exposure to diverse legal practice areas, deepening your industry knowledge.
• Participate in executive‑level decision making and board‑level presentations.
• Access ongoing professional development programs, including leadership coaching, industry conferences, and advanced certifications.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental syncs.
• Digital collaboration tools (Slack, Microsoft Teams, Asana).
• Regular virtual coffee chats and informal networking events.
• A commitment to work‑life balance, with flexible hours and generous time‑off policies.
• Inclusive hiring practices and a focus on diversity, equity, and inclusion.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with senior executive roles in the legal services sector.
• Performance‑based bonuses tied to customer satisfaction, retention, and revenue growth.
• Equity or profit‑sharing opportunities to align your success with the firm’s long‑term value.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you are ready to lead brighthush’s customer experience to new heights, we invite you to apply today. Bring your passion for client success, strategic vision, and proven leadership to a firm that values integrity, innovation, and impact.