Remote Customer Success Manager – AI‑Powered Legal Technology – Drive Adoption, Retention, and Growth for Law Firm Clients

About brighthush

brighthush is a trailblazing AI‑driven legal technology company that empowers plaintiff law firms to streamline every phase of their cases, from intake to settlement. Founded in 2020, brighthush has rapidly grown to a vibrant team of 51‑200 professionals headquartered in San Mateo, California. Our mission is simple yet ambitious: to transform the legal industry by delivering intelligent, data‑centric solutions that help attorneys win more cases, reduce costs, and focus on what matters most—advocating for their clients.

We are proud to be at the forefront of the legal tech revolution, combining cutting‑edge machine learning, natural language processing, and cloud‑native architecture to create a platform that is both powerful and intuitive. Our clients trust us to handle their most sensitive data with the highest standards of security and compliance, and we are committed to continuous innovation through close collaboration with the legal community.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving team that values curiosity, creativity, and impact. We offer a fully remote work environment that empowers you to work from anywhere in the United States while staying connected through regular virtual huddles, quarterly in‑person retreats, and a culture that celebrates collaboration and transparency.

Our people are our greatest asset. We invest heavily in professional development, mentorship, and learning opportunities—including access to industry conferences, internal knowledge‑sharing sessions, and a generous stipend for continuing education. If you’re passionate about legal technology, enjoy working with diverse law firm clients, and thrive in a high‑energy, results‑driven setting, brighthush is the place for you.

Key Responsibilities

As a Remote Customer Success Manager at brighthush, you will be the primary advocate for our law firm clients, ensuring they achieve maximum value from our AI‑powered platform. Your day‑to‑day activities will include:

• Client Onboarding & Adoption – Lead comprehensive onboarding programs that enable law firm teams to become proficient users of brighthush within 90 days. Design and deliver tailored training sessions, create adoption roadmaps, and monitor progress through usage analytics.
• Strategic Account Growth – Drive upsell and cross‑sell opportunities by identifying new use cases, demonstrating ROI, and partnering with sales to close expansion deals. Aim to increase average contract value by 15% year‑over‑year.
• Retention & Satisfaction – Maintain a client satisfaction score above 90% and a retention rate of 90%+ by proactively addressing concerns, conducting regular business reviews, and ensuring continuous value delivery.
• Product Evangelism – Generate 5+ annual case studies that showcase tangible ROI, and develop 3+ new product use cases each year to highlight the versatility of brighthush’s platform.
• Feedback Loop & Product Evolution – Serve as the voice of the customer by collecting, analyzing, and prioritizing client feedback to inform the product roadmap and feature enhancements.
• Relationship Management – Build and nurture long‑term relationships with key stakeholders across multiple practice areas and firm sizes, ensuring alignment with their strategic goals.
• Data‑Driven Insights – Leverage legal‑specific metrics and analytics to provide actionable insights to clients, helping them optimize case management and resource allocation.
• Travel & Industry Engagement – While the role is remote, you will travel to client sites and industry events as needed to strengthen relationships and stay abreast of market trends.

Essential Qualifications

• 5+ years of Customer Success experience, preferably with mid‑size to enterprise law firms or SaaS solutions.
• Deep understanding of law firm operations, compliance requirements, and current legal tech trends.
• Proven track record of driving adoption, retention, and revenue growth in a fast‑paced environment.
• Exceptional analytical skills, with the ability to interpret legal metrics and translate data into clear, actionable recommendations.
• Strong project coordination and communication abilities, capable of managing multiple accounts simultaneously.
• Creative problem‑solving mindset and a consultative approach to client engagement.
• Excellent relationship‑building skills and a collaborative spirit.
• Willingness to travel for client visits and industry events.
• Strong understanding of legal tech or SaaS industry; experience with AI‑powered platforms is a plus.
• Excellent presentation skills, able to convey complex information to diverse stakeholders.
• Self‑motivated, eager to learn, adapt, and bring innovative solutions to client challenges.

Preferred Qualifications

• Experience managing a large book of business in a high‑growth startup.
• Background in data science or machine learning within the legal domain.
• Previous involvement in product roadmap discussions or beta program management.
• Knowledge of regulatory frameworks such as GDPR, HIPAA, or state‑specific data privacy laws.

Skills & Competencies

• Client‑centric mindset with a passion for delivering measurable outcomes.
• Strategic thinking and the ability to translate business goals into actionable plans.
• Strong analytical and problem‑solving capabilities.
• Excellent written and verbal communication skills.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Comfortable with data visualization tools (e.g., Tableau, Power BI).
• Adaptability to a rapidly evolving product and market landscape.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. We offer:

• Clear advancement paths from Customer Success Manager to Senior Manager, Director, and VP of Customer Success.
• Mentorship from senior leaders and cross‑functional teams.
• Access to industry conferences, workshops, and certifications.
• Internal training programs focused on leadership, negotiation, and advanced analytics.
• Opportunity to influence product strategy and shape the future of legal technology.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Key cultural pillars include:

• Fully remote work with flexible hours, allowing you to balance personal and professional commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and quarterly in‑person retreats.
• Inclusive environment that celebrates diverse perspectives and encourages innovation.
• Open communication channels with leadership, ensuring your voice is heard.
• Recognition programs that celebrate milestones, achievements, and creative problem‑solving.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for Customer Success Managers in the legal tech space.
• Performance‑based bonuses tied to client satisfaction, retention, and revenue growth.
• Equity options, giving you a stake in the company’s long‑term success.
• 401(k) plan with employer matching to help you build a secure financial future.
• Comprehensive health, dental, vision, and life insurance coverage.
• Short‑term and long‑term disability protection.
• Telecommuting stipend and workplace setup reimbursement to create a productive home office.
• Flexible Time Off (FTO) policy and paid holidays.
• Quarterly virtual team gatherings and occasional in‑office perks for those who choose to work on‑site.

How to Apply

If you are ready to make a tangible impact on the legal industry, drive client success, and grow your career in a fast‑moving startup, we want to hear from you. Submit your application through the link below and join the brighthush team in redefining the future of legal technology.