Enterprise Customer Success Manager – Strategic Enterprise Account Growth & SaaS Adoption Leader (Remote, United States)
Why Join brighthush?
At brighthush, we are on a mission to harness the power of technology and artificial intelligence to level the playing field in the legal arena. As a leading vertical SaaS provider, we deliver cutting‑edge solutions that empower personal injury lawyers and the victims they represent, helping close the long‑standing justice gap. Our platform combines deep industry expertise with innovative cloud‑based tools, enabling firms to streamline case management, improve client communication, and drive measurable outcomes. By joining brighthush, you become part of a purpose‑driven organization where every line of code, every customer interaction, and every strategic decision contributes to a more equitable legal system.
Position Overview
We are seeking an experienced, results‑oriented Enterprise Customer Success Manager to lead the strategic partnership with our largest and most complex accounts. In this senior‑level, remote role, you will act as the trusted advisor for enterprise‑level law firms, guiding them through onboarding, adoption, expansion, and renewal cycles. Your deep understanding of SaaS, CSP/CRM ecosystems, and enterprise account dynamics will be critical in driving user‑level engagement, maximizing product value, and ensuring long‑term customer loyalty.
Key Responsibilities
- Strategic Account Ownership: Serve as the primary point of contact for a portfolio of high‑value enterprise clients, developing comprehensive success plans that align brighthush’s solutions with each firm’s business objectives.
- Onboarding & Implementation Leadership: Partner with Professional Services and Product teams to design and execute seamless onboarding experiences, ensuring rapid time‑to‑value and high adoption rates across all user tiers.
- Adoption & Engagement Management: Monitor product usage metrics, conduct regular health checks, and deliver data‑driven insights that empower clients to fully leverage the platform’s AI‑driven features.
- Renewal & Expansion Strategy: Proactively identify upsell and cross‑sell opportunities, craft compelling business cases, and lead renewal negotiations that achieve target retention and growth rates.
- Executive Relationship Building: Cultivate strong relationships with C‑suite and senior stakeholders, positioning brighthush as a strategic partner and thought leader in legal technology.
- Advocacy & Feedback Loop: Capture client feedback, champion feature requests, and collaborate with Product Management to influence the product roadmap based on real‑world usage.
- Cross‑Functional Collaboration: Work closely with Sales, Marketing, Support, and Engineering to ensure a unified customer experience and to resolve complex issues swiftly.
- Travel & On‑Site Engagement: Conduct up to 40‑50% travel within the United States for on‑site workshops, executive briefings, and strategic planning sessions.
Essential Qualifications
- Education: Bachelor’s degree in Business, Communications, Computer Science, or a related field. Advanced degrees or certifications (e.g., CSPO, PMP) are a plus.
- Experience: Minimum of 5 years of enterprise‑level Customer Success or Account Management experience, preferably within SaaS, legal tech, or related verticals.
- Proven Track Record: Demonstrated ability to manage multi‑million‑dollar accounts, drive user‑level adoption, and consistently achieve renewal and expansion targets.
- Technical Acumen: Strong familiarity with CSP (Customer Success Platforms) and CRM systems (e.g., Salesforce, HubSpot), as well as a solid understanding of cloud‑based SaaS architectures.
- Communication Skills: Exceptional verbal and written communication abilities, with a talent for translating technical concepts into business value for non‑technical stakeholders.
- Analytical Mindset: Proficiency in data analysis tools (e.g., Excel, Tableau, Looker) to interpret usage metrics and generate actionable insights.
- Travel Flexibility: Willingness and ability to travel up to 40‑50% of the time across the United States.
Preferred Qualifications & Additional Assets
- Experience in the legal services industry, particularly with personal injury law firms.
- Hands‑on experience with AI‑driven platforms or analytics solutions.
- Track record of building and scaling Customer Success teams or programs.
- Certification in Customer Success (e.g., SuccessHACKER, Gainsight).
- Demonstrated ability to influence product development through customer advocacy.
Core Skills & Competencies
- Relationship Management: Ability to nurture long‑term partnerships and act as a strategic advisor.
- Strategic Thinking: Skill in developing and executing success plans that align with client business goals.
- Problem Solving: Proactive identification of risks and swift resolution of complex issues.
- Data‑Driven Decision Making: Comfort using analytics to drive adoption strategies and measure success.
- Leadership & Influence: Capacity to lead cross‑functional initiatives without direct authority.
- Adaptability: Thrive in a fast‑moving, high‑growth environment with evolving product capabilities.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. As an Enterprise Customer Success Manager, you will have access to:
- Mentorship Programs: Pairing with senior leaders in Customer Success and Product to accelerate your growth.
- Continuous Education: Reimbursement for industry certifications, conferences, and advanced training in SaaS, AI, and legal tech.
- Leadership Pathways: Clear progression routes toward Senior Customer Success Director, VP of Customer Success, or Product Strategy roles.
- Cross‑Functional Exposure: Opportunities to collaborate with Engineering, Data Science, and Go‑to‑Market teams, broadening your skill set.
- Innovation Projects: Participation in pilot programs that test new AI features, giving you a front‑row seat to product evolution.
Work Environment & Culture at brighthush
We believe that a thriving culture fuels exceptional performance. At brighthush you will experience:
- Remote‑First Flexibility: While the role is remote, we provide a home‑office stipend, ergonomic equipment, and a collaborative virtual workspace.
- Purpose‑Driven Mission: Every success story you enable directly contributes to closing the justice gap for individuals seeking legal recourse.
- Inclusive Community: A diverse team that celebrates different perspectives, with employee resource groups and regular inclusion workshops.
- Transparent Communication: Quarterly all‑hands, open‑door leadership, and regular feedback loops ensure you are always in the know.
- Recognition & Celebration: Monthly awards, peer‑nominated accolades, and team‑wide celebrations of milestones.
Compensation, Perks & Benefits
- Competitive Salary: USD 150,000 – 180,000 per year, commensurate with experience and performance.
- Performance Bonuses: Quarterly incentive plans tied to renewal rates, expansion revenue, and customer health metrics.
- Equity Participation: Stock options that align your success with the long‑term growth of brighthush.
- Generous Paid Time Off: Flexible PTO policy to recharge and maintain work‑life balance.
- Retirement Savings: 401(k) plan with company matching contributions.
- Parental Leave: Extended paid parental leave for new parents, supporting families during critical moments.
- Health & Wellness: Comprehensive medical, dental, and vision coverage, plus mental health resources.
- Learning Stipend: Annual budget for books, courses, or certifications of your choice.
- Technology Allowance: Home‑office equipment budget and high‑speed internet reimbursement.
Application Process
If you are a strategic thinker with a passion for driving enterprise success, a deep appreciation for SaaS innovation, and a desire to make a tangible impact on the legal industry, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter outlining how your experience aligns with the responsibilities and values of brighthush.