Seasoned Remote VP of Customer Success – AI‑Driven LegalTech Leadership for Enterprise Growth, Client Retention, and Strategic Partnerships at brighthush

About brighthush

brighthush is a pioneering AI‑powered platform that is reshaping the future of legal practice. Founded in 2019, we have empowered law firms across the United States to harness data, automation, and predictive analytics to streamline every stage of the personal injury case lifecycle—from intake and discovery to settlement and beyond. With a vibrant team of 501‑1,000 professionals, we operate on a truly global scale, delivering faster, more accurate outcomes for our clients while driving measurable business impact. Our mission is simple: to amplify human expertise with intelligent technology, enabling lawyers to focus on what matters most—justice and client advocacy.

Why This Role Matters

As brighthush expands its enterprise footprint, we need a seasoned leader who can orchestrate the entire post‑sales experience. The VP of Customer Success will be the linchpin between product, engineering, and revenue teams, translating client needs into strategic initiatives that drive retention, expansion, and advocacy. This is a unique opportunity to shape the future of legal technology while building a world‑class customer success organization that delivers tangible value to law firms and their clients. Your vision will directly influence how thousands of attorneys and support staff experience the power of AI in their daily workflows.

Key Responsibilities

• Drive AI Adoption & Change Management: Lead the design and execution of post‑sales strategies that help law firms seamlessly integrate AI workflows—including brighthush integrations—into their daily operations. Demonstrate how our solutions enhance staff efficiency, reduce case turnaround times, and improve case outcomes.
• Lead Account Expansion & Retention: Partner with the President, Field Operations, and Sales leadership to develop proactive retention and expansion playbooks. Turn around key accounts, unlock beta program participation, and increase net revenue retention across enterprise contracts.
• Scale Executive & Ecosystem Partnerships: Serve as an executive sponsor for top‑tier law firm clients, steering complex implementation milestones and cultivating trust with leading legal technology partners.
• Build & Benchmark CS Operations: Architect a scalable Customer Success organization, establishing operational metrics, onboarding frameworks, and proactive account health monitoring tailored to high‑growth vertical SaaS.
• Cross‑Functional Leadership: Collaborate closely with Product, Engineering, and Revenue teams to champion customer feedback, guide product roadmaps, and refine workflows across the personal injury lifecycle.
• Strategic Thought Leadership: Represent brighthush at industry conferences, webinars, and client events, positioning the company as a thought leader in AI‑driven legal technology.
• Data‑Driven Decision Making: Build and refine analytics dashboards that track key CS metrics such as Customer Lifetime Value, Net Revenue Retention, and churn, using insights to drive continuous improvement.

Essential Qualifications

• 15+ years of Customer Success and Account Management leadership experience in high‑growth vertical SaaS, enterprise software, or legaltech environments.
• Proven track record leading VP or Senior Director‑level organizations, with a history of scaling teams and processes to meet aggressive growth targets.
• Deep experience guiding enterprise customers through disruptive technology adoption, driving value realization, and consulting on workflow transformation.
• Demonstrated success in driving gross revenue retention and net revenue retention (NRR), executing complex contract renewals/expansions, and turning around at‑risk customer relationships.
• Ability to partner effectively with C‑suite executives (CRO, Product Leadership) and drive cross‑functional alignment on complex, high‑stakes customer deployments.
• Strong analytical and operational acumen to build playbooks, structure CS team performance metrics, and scale customer operations rapidly.
• Exceptional communication skills, both written and verbal, with the ability to influence stakeholders at all levels.

Preferred Qualifications

• Experience in the legal technology sector, particularly with personal injury law firms.
• Background in AI or data‑driven product environments.
• Prior experience building executive‑level relationships and managing enterprise‑scale implementations.
• Familiarity with SaaS metrics such as Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC), and churn analysis.
• Strong public speaking and presentation skills, with a history of speaking at industry conferences or client events.
• Experience working in a remote‑first organization and managing distributed teams.

Core Skills & Competencies

• Strategic Vision: Ability to translate market trends and customer insights into actionable CS strategies.
• Leadership & Coaching: Proven ability to inspire, mentor, and develop high‑performing teams.
• Customer Advocacy: Passion for championing the client voice across the organization.
• Data‑Driven Decision Making: Proficiency in using analytics to inform strategy and measure success.
• Change Management: Expertise in guiding organizations through technology adoption and cultural shifts.
• Collaboration: Strong interpersonal skills to work effectively with cross‑functional partners.
• Strategic Communication: Ability to articulate complex ideas clearly to both technical and non‑technical audiences.
• Resilience & Adaptability: Thrive in a fast‑paced environment and navigate ambiguity with confidence.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As VP of Customer Success, you will:

• Lead a high‑impact, cross‑functional team that directly influences product strategy and company growth.
• Gain exposure to executive leadership, including the CEO, CRO, and Product Head, positioning you for future C‑suite roles.
• Participate in industry panels, webinars, and conferences, establishing yourself as a thought leader in legaltech.
• Access continuous learning resources—online courses, certifications, and internal knowledge sharing sessions—to stay ahead of emerging trends.
• Benefit from a culture that rewards innovation, experimentation, and calculated risk‑taking.
• Enjoy a clear path to senior leadership roles within brighthush, with opportunities to shape strategy at the highest levels.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and relentless curiosity. As a remote‑first organization, we empower our teams to work from anywhere in the United States while maintaining a strong sense of community through:

• Regular virtual town halls and all‑hands meetings.
• Quarterly in‑person retreats and team‑building events.
• Open‑door communication channels with leadership.
• A focus on work‑life balance, with flexible schedules and generous paid time off.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• Access to cutting‑edge collaboration tools that keep remote teams connected and productive.

Compensation & Benefits

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

• Base salary commensurate with senior leadership roles in the legaltech sector.
• Performance‑based equity and bonus opportunities aligned with company growth.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• Additional coverage options for life, accident, and critical illness.
• Flexible paid time off, sick leave, and short‑term/long‑term disability coverage.
• 10 U.S. observed holidays and Canadian statutory holidays by province for eligible employees.
• Home office stipend to support a productive remote workspace.
• 401(k) plan for U.S. employees and RRSP for Canada‑based employees.
• Paid parental leave and family‑friendly policies.
• Local in‑person meet‑up program to foster community and collaboration.
• Professional development budget for conferences, certifications, and training.

How to Apply

If you are a visionary leader ready to shape the future of legal technology and drive transformative customer success at brighthush, we would love to hear from you. Submit your application through our careers portal and join a team that is passionate about making a real difference in the lives of law firms and their clients.

Join brighthush Today

At brighthush, we believe that technology should amplify human expertise, not replace it. As the VP of Customer Success, you will be at the forefront of this mission, ensuring that every law firm we serve not only adopts our AI solutions but also unlocks their full potential. If you are driven by impact, thrive in a fast‑paced environment, and are ready to lead a world‑class team, we invite you to apply and help us build the next generation of legal practice.