Director of Customer Success & Growth – Enterprise SaaS Partnerships, AI‑Enabled Adoption, and Strategic Consulting at brighthush

About brighthush

brighthush is a trailblazing cloud‑based legal practice management platform that empowers mid‑size law firms to operate with unprecedented efficiency, profitability, and client focus. By streamlining every phase of the client lifecycle—from intake and onboarding to billing, reporting, and business intelligence—brighthush enables attorneys to deliver exceptional service while scaling their practice and achieving sustainable growth.

We are more than a software vendor; we are a transformation partner. Our commitment to automation, flexibility, and continuous innovation gives firms the tools they need to modernize operations, enhance collaboration, and meet the evolving expectations of today’s clients and legal professionals. Every day, our team is driven by a simple mission: to make legal work easier, smarter, and more impactful for the firms and communities we serve.

Our culture is built on four core values that guide everything we do:

• Customer Centric – We put our clients at the heart of every decision.
• Stronger Together – Collaboration and mutual support are the foundations of our success.
• Be the Difference – We strive to create meaningful, lasting impact for our clients and our team.
• Relentless Improvement – Continuous learning and innovation drive us forward.

These values shape our identity as a dedicated, inventive, and passionate team committed to empowering law firms to achieve lasting growth and success.

Position Overview

The Director of Customer Success & Growth will lead brighthush’s Customer Success and Consulting Services teams, ensuring the retention, expansion, and satisfaction of our enterprise customer base. This role blends strategic leadership, operational excellence, and customer advocacy to deliver measurable outcomes for our clients and drive revenue growth for brighthush.

Key Responsibilities

• Strategic Account Management – Design and execute comprehensive strategies to retain and grow customer accounts, focusing on upsell, cross‑sell, and renewal opportunities.
• Renewal & Risk Management – Own contract renewals, health scoring, churn forecasting, and account‑level escalations. Conduct Executive Business Reviews (EBRs) both onsite and remotely to reinforce partnership value.
• Team Leadership & Development – Build, coach, and mentor a world‑class Customer Success and Consulting team. Foster a culture of high performance, continuous learning, and professional growth.
• Process & Technology Optimization – Evaluate, implement, and continuously improve the systems, applications, and processes used by the team. Identify and deploy AI and automation solutions to scale coverage, surface churn and expansion signals, and increase operational efficiency.
• Cross‑Functional Collaboration – Partner with Support, Implementation, Product, Engineering, and Sales leaders to ensure seamless customer experiences, successful product adoption, and account growth.
• Consulting Services Enhancement – Expand and refine consulting offerings, driving adoption through new customer acquisition (NCA) and existing customer engagements.
• Customer Advocacy & Executive Relations – Serve as the primary voice for customers within brighthush, representing leadership in customer interactions and building strong executive relationships.
• Metrics & Reporting – Own key performance indicators such as Gross and Net Revenue Retention, on‑time renewals, upsell opportunities, consulting revenue, and Net Promoter Score (NPS). Translate data into actionable insights.

Essential Qualifications

• Minimum 5+ years of progressive experience leading Customer Success or Account Management teams in B2B SaaS, with a proven track record of managing managers.
• Demonstrated ability to motivate, develop, and lead a high‑performing team that consistently exceeds performance goals.
• Experience designing and implementing scalable customer success strategies and operational processes.
• Strong analytical skills with proficiency in Salesforce and other CRM platforms.
• Hands‑on experience introducing AI and automation to drive operational improvements.
• Willingness to travel 25–30% to meet with enterprise customers and attend industry events.
• Excellent communication, negotiation, and stakeholder management skills.

Preferred Qualifications

• Domain expertise in SaaS Legal Tech, Billing, Accounting, or AP/AR software solutions.
• Background in Onboarding, Technical Support, or Professional Services.
• Experience managing enterprise‑level accounts and complex, multi‑year contracts.
• Familiarity with AI‑driven customer success tools and predictive analytics.

Skills & Competencies

• Strategic Thinking & Execution
• Leadership & Team Development
• Customer Advocacy & Relationship Management
• Data‑Driven Decision Making
• Process Improvement & Automation
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Financial Acumen – Understanding of revenue metrics and profitability.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the legal technology landscape. As Director of Customer Success & Growth, you will:

• Lead a high‑impact function that directly influences revenue and customer satisfaction.
• Collaborate with senior leadership to shape product strategy and market positioning.
• Mentor and develop future leaders within the Customer Success organization.
• Participate in industry conferences, webinars, and thought‑leadership initiatives.
• Access continuous learning resources, including certifications in AI, data analytics, and SaaS operations.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and empowerment. Our hybrid work model offers flexibility, allowing you to work remotely or from our Dallas office, depending on your preference and role requirements. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Every team member is invited to contribute ideas that shape our products and services.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary: USD 145,000 – 185,000 per year (commensurate with experience)
• Performance‑Based Bonus & Equity Participation
• Flexible Paid Time Off (PTO) and 2 Company‑Wide Mental Health Days per year
• Parental Leave Programs with generous paid time for new parents
• 401(k) with company match and broad equity participation
• Health, Dental, and Vision Insurance (including telehealth services)
• Professional Development Stipend and tuition reimbursement for relevant courses
• Wellness Programs, including gym memberships and mindfulness resources
• Annual Team Retreats and Off‑site Innovation Workshops

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our careers portal and join a team that is redefining legal technology. We look forward to exploring how your expertise can help us deliver exceptional value to our clients and drive sustainable growth.