Principal Customer Success Manager – Global Strategic Large Law Firm Portfolio (Remote, Enterprise SaaS)

About brighthush – Empowering Knowledge Work Worldwide

brighthush is a market‑leading, cloud‑first SaaS platform trusted by thousands of professional services firms across more than 65 countries. Our mission, Making Knowledge Work™, drives us to create intelligent, secure, and collaborative solutions that help legal, accounting, and consulting organizations manage billions of documents and petabytes of data with confidence. With a rapidly expanding global footprint, brighthush is at the forefront of digital transformation, delivering measurable business outcomes for the world’s most demanding enterprises.

Why This Role Matters

As the Principal Customer Success Manager for large law firms, you will be the strategic champion for some of brighthush’s most valuable enterprise customers. You’ll partner directly with senior legal leaders, ensuring they extract maximum value from every brighthush subscription, drive adoption of new capabilities, and achieve measurable business results that translate into long‑term loyalty and revenue growth.

Role Overview

This is a fully remote position within a globally distributed team that leverages cutting‑edge technology to stay connected across time zones. While the majority of your work will be virtual, occasional travel to a local office for in‑person collaboration, team‑building events, or strategic meetings may be required.

Key Objectives

• Own a portfolio of strategic, high‑value large law firms and act as their trusted advisor.
• Drive net revenue retention (NRR) by expanding usage, reducing churn, and uncovering upsell opportunities.
• Collaborate cross‑functionally with Sales, Product, Engineering, Support, Training, and Partner Enablement to deliver seamless outcomes.
• Design and execute success plans that align brighthush solutions with each firm’s strategic goals.
• Serve as the central point of escalation for executive stakeholders, ensuring rapid resolution of issues and proactive risk mitigation.

Core Responsibilities

Client Relationship Management

• Maintain day‑to‑day interactions with assigned law firm accounts, addressing feedback, product inquiries, and renewal risks.
• Establish regular communication cadences (quarterly business reviews, executive calls, health checks) to surface opportunities and demonstrate value.
• Act as the trusted central point of contact, orchestrating subject‑matter experts from brighthush to meet unique client requirements.
• Conduct executive business reviews that track progress against agreed‑upon outcomes and roadmap milestones.

Success Planning & Execution

• Develop comprehensive success plans that outline goals, timelines, success metrics, and risk mitigation strategies.
• Validate outcomes through direct conversations, health‑metric analysis, and tailored feedback sessions specific to the legal industry.
• Design adoption programs, training workshops, and enablement resources that accelerate user proficiency and drive product stickiness.
• Lead initiatives that improve overall satisfaction, reduce churn, and increase expansion revenue across the portfolio.

Cross‑Functional Collaboration

• Partner with Channel and Sales teams to align on account strategies, renewal forecasts, and expansion pipelines.
• Advocate internally on behalf of law firm clients, ensuring Product Management, Engineering, and Support allocate the right resources to resolve adoption obstacles.
• Build strong relationships with internal stakeholders (sales, support, product, professional services) to foster a unified customer‑centric approach.

Strategic Intelligence & Market Insight

• Leverage account intelligence, industry trends, and competitive analysis to provide proactive guidance to clients.
• Stay ahead of legal‑tech developments, translating market shifts into actionable recommendations for both clients and brighthush product teams.
• Contribute thought leadership content (whitepapers, webinars, case studies) that showcases best practices for large law firms using brighthush solutions.

Essential Qualifications

• 10+ years of experience in Management Consulting, Relationship Management, or Customer Success within a SaaS environment.
• Proven track record managing enterprise‑level, high‑value strategic customers, preferably in the professional services sector.
• Demonstrated ability to engage and influence C‑suite stakeholders, including General Counsels, CIOs, and Managing Partners.
• Bachelor’s degree in Business, Business Administration, Information Management, or equivalent professional experience.
• Strong business communication, organizational, and project‑management skills.
• Ability to create structure in ambiguous situations and design effective, repeatable processes.
• Resourceful problem‑solver who can independently navigate complex challenges and drive resolutions.

Preferred Qualifications & Bonus Points

• Direct experience within the legal industry or familiarity with law firm operations.
• Working knowledge of brighthush products and solutions.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango), Salesforce, and ticketing systems.
• PMP, ITIL, or similar certification demonstrating formal project‑management expertise.
• Experience implementing enterprise cloud or security platform solutions.

Skills & Competencies for Success

• Strategic Thinking: Ability to translate high‑level business objectives into actionable success plans.
• Analytical Acumen: Comfortable working with health metrics, usage data, and financial KPIs to drive decisions.
• Executive Presence: Confidently present to senior legal leaders and influence outcomes.
• Collaboration: Strong cross‑functional partnership skills, fostering alignment across sales, product, and support.
• Adaptability: Thrive in a fast‑moving, globally distributed environment with shifting priorities.
• Customer‑Centric Mindset: Passion for delivering measurable value and building long‑term relationships.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Principal Customer Success Manager, you will have access to:

• Personalized career pathways within the Customer Success organization, including senior leadership tracks.
• Unlimited access to LinkedIn Learning, Microsoft Learn, and internal certification programs.
• Mentorship from seasoned executives who have built global SaaS businesses.
• Opportunities to lead high‑visibility, cross‑functional initiatives that shape product strategy and market positioning.
• Funding for industry conferences, legal‑tech symposiums, and continuous‑learning workshops.

Culture & Work Environment at brighthush

Our culture is built on inclusion, curiosity, and a relentless focus on impact. At brighthush you will experience:

• Inclusive Community: A workplace where diverse perspectives are celebrated and every voice can shape the future.
• Flexibility: Remote‑first work model with flexible hours that empower you to balance personal and professional priorities.
• Collaborative Spaces: When you come to the office, you’ll find modern, open‑plan workspaces, a gaming area, free snacks, and regular social events.
• Well‑Being Programs: Comprehensive mental‑health resources, wellness days, and access to RethinkCare for behavioral health support.
• Recognition & Rewards: Transparent performance‑based bonuses, equity participation, and a culture that celebrates achievements.

Compensation, Perks & Benefits

brighthush offers a competitive total‑reward package designed to attract and retain top talent:

• Base salary range: $120,000 – $165,000 USD, commensurate with experience, location, and qualifications.
• Annual performance‑based bonus tied to individual and company outcomes.
• Comprehensive health, vision, dental, and life insurance coverage.
• 401(k) plan with company match up to 4% of eligible compensation.
• Generous parental leave: 20 weeks fully paid for primary caregivers, 10 weeks fully paid for secondary caregivers.
• Flexible paid time off (PTO) policy, allowing you to recharge, volunteer, or pursue personal interests.
• Multiple company‑wide wellness days each year focused on mental health and overall well‑being.
• Professional development budget, certification reimbursements, and access to a vast library of learning resources.

How to Apply

If you are ready to lead strategic success for the world’s most influential law firms and thrive in a fast‑growing, innovative SaaS environment, we want to hear from you. Click the link below to submit your application through our secure portal.

Apply Now – Principal Customer Success Manager (Large Law)

Commitment to Diversity, Equity & Inclusion

brighthush is dedicated to building a diverse and inclusive workplace where every employee can bring their authentic self to work. We recognize that women, people of color, and other under‑represented groups often self‑select out of opportunities. We encourage candidates of all backgrounds to apply, even if you don’t meet every single qualification listed. Your unique perspective and growth mindset are valuable assets to our team.

Candidate Experience & Communication

We pride ourselves on delivering a transparent and respectful hiring process. All recruitment communications will come from a brighthush email address (ending in @brighthush.com). If you receive any unexpected messages, please forward them to [email protected] for verification.

Join brighthush – Make Knowledge Work

At brighthush, you will be part of a purpose‑driven organization that turns complex challenges into meaningful outcomes for global enterprises. If you are passionate about driving customer success, love solving intricate problems, and thrive in a collaborative, high‑impact environment, apply today and help us shape the future of knowledge work.