Remote Enterprise Customer Success Manager – Legal Tech Solutions & Client Growth Specialist

About brighthush

brighthush is a trailblazing legal technology company that empowers plaintiff law firms to streamline every phase of a legal case. Founded in 2020, we have grown to a vibrant team of 51‑200 professionals who are passionate about transforming the way legal teams work, collaborate, and deliver results. Our mission is to provide intuitive, data‑driven solutions that help attorneys focus on advocacy while we handle the technology. At brighthush, we believe that success is a partnership—between our clients, our products, and our people.

Why Join brighthush?

As a remote‑first organization, brighthush offers the flexibility to work from anywhere in the United States while still fostering a strong sense of community. We invest heavily in our people’s growth, offering continuous learning opportunities, mentorship, and a culture that celebrates innovation, accountability, and impact. If you thrive in a fast‑paced, customer‑centric environment and want to shape the future of legal tech, brighthush is the place for you.

Role Overview

We are seeking a highly motivated Enterprise Customer Success Manager to lead the adoption, retention, and expansion of brighthush’s suite of legal technology solutions among our enterprise law firm clients. In this role, you will be the primary advocate for our clients, ensuring they achieve maximum value from our platform, driving growth through upsells and cross‑sell opportunities, and feeding critical customer insights back to our product and engineering teams.

Key Responsibilities

• Drive Client Success and Growth: Own the end‑to‑end customer journey for a portfolio of mid‑size to enterprise law firms. Maintain client satisfaction scores above 90% and achieve a 15% year‑over‑year increase in average contract value through strategic upsells and cross‑sell initiatives.
• Onboarding Excellence: Design and execute a comprehensive onboarding roadmap that enables new client teams to become productive users of brighthush’s platform within 90 days or less.
• Maximize Product Utilization: Set and track adoption metrics—90% case/matter utilization, 90% user engagement growth within six months, and 75% adoption of key features—and implement targeted interventions to close gaps.
• Demonstrate Tangible Value: Produce at least five annual case studies that showcase ROI, and develop three new product use cases each year to illustrate the evolving capabilities of our platform.
• Champion Product Evolution: Act as the voice of the customer by gathering, prioritizing, and communicating client feedback to the product roadmap, ensuring that new releases align with real‑world needs.
• Maintain Strong Client Relationships: Proactively engage with stakeholders at all levels to secure a 90%+ retention rate, addressing concerns before they become issues and fostering long‑term partnerships.

Essential Qualifications

• 5+ years of proven Customer Success experience, ideally managing mid‑size to enterprise accounts with a track record of driving high‑value relationships.
• Deep understanding of law firm operations, compliance, and current legal sector trends, enabling you to speak the language of attorneys and practice managers.
• Mastery of legal tech solutions, particularly brighthush’s platform, with the ability to translate complex technical concepts into clear, actionable insights for non‑technical professionals.
• Strong analytical skills—expertise in legal‑specific metrics, data interpretation, and the ability to present insights in a compelling manner.
• Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
• Creative problem‑solver who can manage multiple accounts across diverse practice areas and firm sizes.
• Proven ability to manage a smaller book of business with $10M–$20M in ARR ownership, while also handling large, complex accounts and executing strategic initiatives.
• Solid experience in the SaaS industry dynamics, especially within legal technology.

Preferred Qualifications

• Experience working with plaintiff law firms or in a legal services environment.
• Background in product management or a role that required close collaboration with engineering and product teams.
• Demonstrated success in creating and delivering client training programs, webinars, and workshops.
• Fluency in data visualization tools (e.g., Tableau, Power BI) to create dashboards that track adoption and performance.
• Knowledge of regulatory compliance frameworks relevant to legal tech (e.g., GDPR, HIPAA, CCPA).

Skills & Competencies

• Strategic Thinking & Execution
• Client Relationship Management
• Data‑Driven Decision Making
• Stakeholder Management
• Communication & Storytelling
• Project Management & Prioritization
• Adaptability & Resilience
• Team Collaboration & Cross‑Functional Leadership

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Regular training sessions on the latest legal tech trends, SaaS best practices, and leadership skills.
• Opportunities to lead cross‑functional initiatives, such as product launches or market expansion projects.
• Clear career pathways—from Customer Success Manager to Senior Manager, Director, and VP roles—based on performance and impact.

Work Environment & Company Culture

brighthush is built on a foundation of autonomy, transparency, and collaboration. We value:

• Remote work flexibility with a fully distributed team across the United States.
• Open communication channels—weekly all‑hands meetings, real‑time chat, and an internal knowledge base.
• A culture that celebrates wins, encourages experimentation, and learns from failures.
• Regular virtual team gatherings, quarterly off‑sites, and a commitment to work‑life balance.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive total compensation package that includes:

• Base salary commensurate with market rates for Enterprise Customer Success roles.
• Performance‑based bonuses tied to client satisfaction, adoption metrics, and revenue growth.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) plan with employer matching to help you build a secure financial future.
• Short‑term and long‑term disability coverage.
• Flexible Time Off (FTO) + paid holidays.
• Workplace setup reimbursement and a telecommuting stipend to ensure you have the tools you need.
• Quarterly team gatherings and in‑office perks for those who choose to work from our hubs.

How to Apply

If you are a results‑driven, client‑centric professional who thrives in a fast‑paced, remote environment, we would love to hear from you. Submit your application through our careers portal and let’s explore how you can help shape the future of legal technology at brighthush.