Seasoned Mid‑Level Customer Success Specialist – LegalTech & Escrow Solutions Expert – Remote, Full‑Time – Driving Client Success in Secure Software Escrow – Join brighthush

About brighthush

brighthush is a trailblazer in the LegalTech arena, redefining how enterprises manage risk in the digital age. Our cloud‑native platform delivers secure software escrow services that protect organizations from third‑party vulnerabilities while simplifying legal compliance. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush empowers teams to deliver exceptional value to clients across the legal, technology, and finance sectors.

Our mission is simple yet powerful: make complex legal and technical processes transparent, efficient, and risk‑free. By combining cutting‑edge cloud infrastructure with deep legal expertise, we help organizations safeguard their intellectual property, ensure contractual compliance, and accelerate time‑to‑market for new products and services.

As a remote‑first company headquartered in Colombia, we celebrate diversity, autonomy, and a results‑oriented mindset. Employees enjoy flexible schedules, a supportive community, and the freedom to work from anywhere while staying connected through collaborative tools and regular virtual town halls.

Role Overview

We’re looking for a proactive, detail‑oriented Customer Success Specialist – LegalTech to join our growing support team. In this role, you will be the primary point of contact for our clients, ensuring they receive timely, accurate, and high‑quality assistance with their legal and escrow needs. You’ll bridge the gap between our legal technology solutions and the end‑users, translating complex concepts into clear, actionable guidance.

As a mid‑level specialist, you will work closely with our product, engineering, and legal teams to resolve customer inquiries, provide training, and contribute to the continuous improvement of our support processes. Your analytical mindset and passion for customer advocacy will help us maintain our reputation for excellence in the LegalTech space.

Key Responsibilities

• Customer Engagement: Serve as the first line of support for all client inquiries, ensuring a rapid response time and a high level of satisfaction.
• Technical Onboarding: Guide new users through the setup of our escrow platform, including account configuration, integration with existing tools, and best‑practice workflows.
• Document Drafting & Review: Draft, edit, and review legal documents such as escrow agreements, release forms, and compliance certificates, ensuring accuracy and adherence to regulatory standards.
• Issue Resolution: Troubleshoot and resolve technical and procedural issues, escalating complex cases to engineering or legal teams as needed.
• Process Improvement: Identify recurring pain points and propose enhancements to our knowledge base, SOPs, and customer journey maps.
• Training & Enablement: Conduct virtual training sessions and create instructional content to help clients maximize the value of our platform.
• Data Management: Maintain accurate records of customer interactions in our brighthush CRM, ensuring data integrity and compliance with privacy regulations.
• Feedback Loop: Collect and analyze customer feedback to inform product roadmap decisions and improve overall service quality.

Essential Qualifications

• 3+ years of experience in customer success, technical support, or a related role within the LegalTech or SaaS industry.
• Strong understanding of legal terminology, contract structures, and regulatory compliance, particularly in the context of software escrow.
• Proficiency in drafting and editing legal documents using brighthush Docs, brighthush Office, and other collaborative platforms.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Demonstrated analytical thinking and problem‑solving abilities, with a track record of turning complex issues into clear, actionable solutions.
• Experience with customer relationship management (CRM) systems (e.g., brighthush CRM) and knowledge base tools.
• Self‑motivated, proactive attitude, and a passion for delivering outstanding customer experiences.
• Ability to work independently in a remote environment, managing time effectively and collaborating across time zones.

Preferred Qualifications

• Legal or paralegal background, or a degree in law, business, or a related field.
• Experience with escrow services, intellectual property law, or compliance frameworks such as GDPR, CCPA, or ISO 27001.
• Familiarity with cloud‑based SaaS platforms and integration via APIs or webhooks.
• Knowledge of project management tools (e.g., brighthush Project Manager) and workflow automation.
• Previous experience in a startup or high‑growth environment, adapting quickly to evolving processes.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help clients succeed.
• Technical Proficiency: Comfortable navigating web tools, troubleshooting software, and understanding API documentation.
• Legal Acumen: Ability to interpret legal language and translate it into user‑friendly guidance.
• Communication: Clear, concise writing and speaking skills, with the ability to tailor messages to diverse audiences.
• Organizational Skills: Prioritization, time management, and meticulous attention to detail.
• Collaboration: Working effectively with cross‑functional teams, including product, engineering, and legal.
• Continuous Learning: Curiosity and a commitment to staying current with industry trends, legal updates, and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Success Specialist, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders in product, legal, and engineering.
• Regular training sessions on new features, legal updates, and advanced customer engagement techniques.
• Opportunities to contribute to product roadmaps, influencing the direction of our platform.
• Clear career pathways to senior customer success roles, product management, or legal advisory positions.
• Annual learning stipend for courses, certifications, or conferences related to LegalTech, SaaS, or customer experience.

Work Environment & Company Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Flexible working hours that accommodate multiple time zones.
• Weekly virtual team stand‑ups, brainstorming sessions, and informal “coffee chats” to foster camaraderie.
• A collaborative knowledge base where ideas and best practices are shared openly.
• Annual virtual retreats and quarterly hackathons to celebrate achievements and spark innovation.
• Inclusive policies that celebrate diversity, equity, and belonging across all levels of the organization.

Compensation & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for mid‑level customer success roles.
• Performance‑based bonuses tied to customer satisfaction metrics and retention goals.
• Health, dental, and vision insurance options for employees and their families.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) matching program to support long‑term financial planning.
• Unlimited learning budget for courses, certifications, and conferences.
• Access to wellness programs, mental health resources, and flexible work arrangements.

How to Apply

Ready to make a tangible impact in the LegalTech space? Submit your application through our career portal and join a team that values innovation, customer success, and personal growth.

We look forward to discovering how your expertise and passion can help us elevate the customer experience and drive the future of secure, compliant software solutions.