Remote Customer Success Manager – West Region (Legal Practice Management Software)

About brighthush

brighthush is a trailblazing provider of cutting‑edge legal practice and case management solutions that empower law firms to streamline operations, enhance client service, and drive sustainable growth. Since our founding in 1985, we have evolved from a small software house into a trusted partner for thousands of legal professionals worldwide. Our flagship product, Neos, is recognized as a best‑in‑class platform that integrates practice management, billing, document automation, and collaboration tools into a single, intuitive interface.

We are headquartered in Coral Gables, Florida, but our culture is truly global. With a diverse team of 51‑200 employees, we champion innovation, continuous learning, and a customer‑centric mindset. At brighthush, we believe that success is a partnership—between our team, our clients, and the communities we serve. If you are passionate about technology, law, and building lasting relationships, you’ll find a home here.

Why Join brighthush?

• Fully Remote Work: Work from anywhere in the USA and enjoy the flexibility to create your own productive environment.
• Competitive Compensation: We offer a market‑competitive base salary, performance‑based bonuses, and a comprehensive benefits package.
• Health & Wellness: Medical, dental, and vision plans, short‑ and long‑term disability coverage, supplemental insurance options, and an Employee Assistance Program.
• Financial Security: 401(k) plan with company match, paid parental leave, and flexible time off.
• Recognition & Growth: Regular recognition programs, career development pathways, and opportunities to lead high‑impact initiatives.

Role Overview

As a Remote Customer Success Manager – West Region, you will be the primary advocate for our law firm clients after their onboarding journey. Your mission is to ensure they derive maximum value from Neos, fostering deep trust that translates into platform adoption, renewals, and expansion opportunities. You will own a portfolio of accounts, proactively manage health scores, conduct training sessions, and collaborate with cross‑functional teams to deliver a seamless customer experience.

Key Responsibilities

• Customer Relationship Ownership: Serve as the single point of contact for your assigned law firm accounts, building long‑term relationships and becoming the go‑to expert on Neos.
• Adoption & Engagement: Drive adoption of new features through targeted outreach, health reviews, and customized training programs. Monitor usage metrics and identify opportunities to deepen engagement.
• Renewal Management: Lead the renewal process with confidence, ensuring clients feel supported and see clear ROI. Address concerns early and negotiate renewal terms that align with client goals.
• Expansion & Referral Identification: Spot expansion signals—such as increased usage, new department adoption, or positive feedback—and convert them into qualified expansion or referral leads. Work closely with Sales and Marketing to nurture these opportunities.
• Health Score Monitoring: Continuously track health scores and usage trends. When dips occur, intervene proactively with corrective actions, resources, or product enhancements.
• Cross‑Functional Collaboration: Partner with Product, Sales, Support, and Implementation teams to relay customer insights, influence roadmap decisions, and ensure a cohesive customer journey.
• Reporting & Analytics: Maintain accurate records of customer interactions, health metrics, and renewal status. Provide regular reports to leadership on portfolio performance.
• Continuous Improvement: Identify process gaps, propose improvements, and champion best practices across the Customer Success organization.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a related role within the SaaS or legal technology space.
• Proven track record of managing enterprise‑level accounts and driving renewals and expansions.
• Strong understanding of legal practice management concepts (e.g., matter management, billing, document automation).
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Data‑driven mindset: comfortable working with dashboards, usage metrics, and health score models.
• Self‑motivated, highly organized, and able to thrive in a fully remote environment.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Bachelor’s degree in Business, Law, Information Technology, or a related field.

Preferred Qualifications

• Experience working with law firms or legal professionals.
• Knowledge of legal billing and time‑tracking systems.
• Experience with data‑visualization tools (e.g., Tableau, Power BI).
• Certified Customer Success Manager (CCSM) or similar credential.
• Fluency in additional languages (Spanish, French, etc.) is a plus.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering solutions that exceed expectations.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align customer goals with product capabilities.
• Problem‑Solving: Quick to diagnose issues, propose actionable solutions, and follow through until resolution.
• Influence & Negotiation: Skilled at guiding conversations, managing expectations, and securing buy‑in from stakeholders.
• Project Management: Manage multiple accounts simultaneously, prioritize tasks, and meet deadlines.
• Collaboration: Work effectively with cross‑functional teams—Sales, Product, Support, and Marketing—to deliver a unified customer experience.
• Adaptability: Thrive in a fast‑paced, evolving environment and embrace change as an opportunity for growth.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Mentorship programs with senior leaders.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Opportunities to lead cross‑functional projects, such as product roadmap initiatives or customer advocacy programs.
• Clear career pathways—whether you aspire to become a Senior Customer Success Manager, a Customer Success Director, or transition into Product Management or Sales.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to excellence. Even though we operate remotely, we maintain a strong sense of community through:

• Weekly virtual town halls and team check‑ins.
• Monthly “Lunch & Learn” sessions featuring industry experts.
• Annual in‑person retreats to strengthen relationships and celebrate achievements.
• Open‑door communication channels—anyone can share ideas or feedback directly with leadership.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary complemented by performance‑based bonuses. In addition, you will receive:

• Medical, dental, and vision coverage.
• Short‑ and long‑term disability insurance.
• Supplemental insurance options (e.g., life, critical illness).
• 401(k) plan with company match.
• Flexible paid time off and paid parental leave.
• Employee Assistance Program for mental health and well‑being.
• Recognition programs that celebrate outstanding contributions.

How to Apply

If you are ready to join a forward‑thinking company that values innovation, customer success, and personal growth, we would love to hear from you. Submit your application through the link below, and let’s explore how you can help law firms thrive with brighthush’s Neos platform.