Seasoned Senior Customer Success Manager – DACH Legal Tech & AI‑Driven Research Solutions – Champion Client Growth & Adoption at brighthush

About brighthush

brighthush is more than a legal‑tech startup; it is a catalyst for the next generation of legal practice. By fusing cutting‑edge artificial intelligence with a continuously evolving knowledge base, we empower lawyers, paralegals, and in‑house counsel to uncover insights faster, reduce research time, and deliver unmatched value to their clients. With a customer portfolio that spans over 450 law firms, corporate legal departments, and regulatory bodies across Germany, Switzerland, and Denmark, brighthush has become the trusted partner for the most demanding legal professionals.

Our journey began with a simple yet bold vision: to make legal research as intuitive as a search engine, but far more precise and context‑aware. Today, we have raised more than €17.5 million, including a €13.5 million Series A led by top‑tier venture partners, fueling our rapid expansion and continuous innovation. As a fast‑growing, early‑stage company, we thrive on curiosity, collaboration, and an unrelenting focus on customer success.

Why Join brighthush?

As a founding member of our Customer Success team, you will be at the forefront of redefining how legal professionals interact with technology. Your voice will shape product roadmaps, influence strategic decisions, and accelerate the adoption of AI across the legal ecosystem. Whether you’re based in our vibrant Copenhagen headquarters or the dynamic Hamburg hub, you’ll join a global, high‑energy team that is rewriting the rules of legal tech.

Role Overview

We are seeking a seasoned Senior Customer Success Manager to own the end‑to‑end customer journey for our German‑speaking clientele. Your mission will be to ensure a seamless onboarding experience, drive deep product adoption, nurture a thriving community, and uncover expansion opportunities—all while collaborating closely with Sales, Product, and Support teams.

Key Responsibilities

• Customer Onboarding & Enablement – Design and deliver immersive onboarding programs that equip lawyers and legal professionals with the skills to harness AI for accelerated research workflows. This includes creating tailored training modules, live workshops, and self‑service resources that reduce ramp‑up time by 30%.
• Adoption & Engagement – Partner with client executives to set measurable usage goals, monitor adoption metrics, and provide actionable insights that drive sustained product engagement. You will own the quarterly health scorecard and drive initiatives that lift usage depth across the platform.
• Community Building – Identify and empower super‑users, create user groups, and facilitate knowledge sharing through webinars, forums, and in‑product events. Your community strategy will increase NPS by fostering peer‑to‑peer learning and advocacy.
• Growth & Expansion – Collaborate with the Commercial team to uncover upsell and cross‑sell opportunities, and develop account plans that align with client objectives and long‑term success. You will be the primary driver of expansion revenue in the DACH region.
• Process & Strategy Development – Contribute to the design of scalable CS processes, playbooks, and best practices that can be replicated across markets. Your frameworks will become the blueprint for future customer success teams.
• Customer Advocacy – Gather feedback, conduct NPS surveys, and translate insights into product enhancements and service improvements. You will act as the customer’s voice in cross‑functional meetings.
• Data‑Driven Decision Making – Own and analyze CS metrics (e.g., churn, renewal rates, usage depth) to inform strategy and report on performance to senior leadership. Your dashboards will guide quarterly business reviews.

Essential Qualifications

• Fluency in German and English, both written and spoken, to communicate effectively with clients and internal stakeholders.
• 3+ years of Customer Success experience in a SaaS B2B environment, preferably within legal tech or a related professional services domain.
• Proven track record of managing the full customer lifecycle—from onboarding to renewal—while driving adoption and expansion.
• Strong communication and presentation skills, with the ability to build trust and influence stakeholders at all levels.
• Self‑starter with a proactive mindset, capable of working independently and collaboratively in a fast‑paced, cross‑functional team.
• Passion for technology and AI; basic knowledge of large language models (LLMs) and AI‑powered search is a plus.
• Open to continuous learning, receptive to feedback, and eager to grow both personally and professionally.

Preferred Qualifications

• Legal background or experience working directly with law firms, corporate legal departments, or regulatory bodies.
• Experience building and scaling customer success teams or processes in a high‑growth startup.
• Familiarity with CRM and CS tools such as Salesforce, HubSpot, Gainsight, or similar platforms.
• Experience in the DACH market, with a deep understanding of local legal practice and regulatory nuances.
• Track record of driving customer‑centric metrics and achieving high renewal and expansion rates.

Skills & Competencies

• Strategic thinking with a data‑driven approach to problem solving.
• Exceptional interpersonal skills, including empathy, active listening, and conflict resolution.
• Strong project management abilities, with the capacity to juggle multiple priorities and deliver results on time.
• Adaptability to change, thriving in an evolving environment where processes and priorities shift rapidly.
• Tech‑savvy mindset, comfortable navigating complex SaaS platforms and integrating new tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is not limited to a single role. As we expand, you will have the chance to:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior team members and contribute to building a high‑performance Customer Success culture.
• Take on regional or global responsibilities, scaling your impact across multiple markets.
• Participate in industry conferences, workshops, and training programs to stay ahead of legal tech trends.
• Access internal learning resources, including AI and legal research courses, to deepen your expertise.

Work Environment & Culture at brighthush

We pride ourselves on a vibrant, inclusive, and collaborative culture. Key aspects include:

• Ownership & Autonomy – You will have the freedom to experiment, make decisions, and see the impact of your work in real time.
• Open Communication – Transparent dialogue across all levels ensures that ideas are heard and implemented quickly.
• Diversity & Inclusion – We celebrate diverse perspectives and actively foster an environment where everyone can thrive.
• Global Team – Work alongside colleagues in Copenhagen, Hamburg, London, and Zurich, benefiting from a rich mix of cultures and expertise.
• Work‑Life Balance – Flexible working hours, remote options, and a focus on well‑being help you maintain a healthy balance.

Compensation, Perks & Benefits

• Competitive base salary with performance‑based commission tied to customer success metrics.
• Equity‑style warrant program that aligns your success with the company’s growth.
• 25 vacation days per year plus public holidays, with the flexibility to take additional days for personal development.
• Paid parental leave and supportive policies for new parents.
• Company‑provided Pleo card for work‑related expenses.
• Regular international team events (e.g., trips to Barcelona, Berlin, or Zurich) to strengthen bonds and celebrate milestones.
• Continuous learning budget for courses, certifications, and conference attendance.
• Health and wellness initiatives, including gym memberships and mental health resources.

How to Apply

If you are passionate about transforming the legal industry, thrive in a startup environment, and want to make a tangible impact on customer success, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can help brighthush shape the future of legal research.