Senior Customer Success Analyst – AI‑Powered Legal Technology Platform, Remote Brazil, Brighthush

About Brighthush

Brighthush is at the forefront of the legal‑tech revolution in Brazil, turning the country’s most extensive public legal data into actionable insights for attorneys, law firms, and corporate legal departments. With a mission to democratize access to justice, we harness cutting‑edge artificial intelligence to sift through billions of legal documents, delivering real‑time, data‑driven recommendations that empower legal professionals to make faster, smarter decisions.

Our platform is the world’s most visited legal website, boasting over 20 million monthly users and a data repository that spans more than 7 billion public documents. We are a fully distributed, remote team of 670 passionate individuals—almost half of whom are engineers and product specialists—working from São Paulo, Rio de Janeiro, and even the quietest towns across Brazil’s vast interior.

Why Brighthush?

• Impact: Shape the future of justice for millions of Brazilians by making legal information accessible, reliable, and actionable.
• Innovation: Work with AI models that reduce hallucinations by 43 % compared to generalist solutions, ensuring the highest level of accuracy for our users.
• Growth: Join a rapidly expanding customer base—our portfolio grows 20 % month‑over‑month, creating abundant opportunities for career advancement.
• Culture: Thrive in a high‑velocity, data‑driven environment that rewards ownership, creativity, and continuous improvement.
• Flexibility: Enjoy the freedom of a fully remote role—your career, your location, your schedule.

Team Overview

The Customer Success team is the bridge between Brighthush’s AI‑enhanced platform and the attorneys, law firms, and in‑house legal teams that rely on it daily. We manage a dynamic, low‑touch portfolio of roughly 200 small‑ and mid‑market clients, ensuring they receive timely renewals, swift support, and continuous value. Our operations are powered by automated onboarding portals and self‑service renewal flows, freeing the team to focus on strategic relationship building and revenue expansion.

Role Summary

As a Senior Customer Success Analyst, you will be the primary point of contact for a curated set of low‑touch clients. Your day‑to‑day responsibilities will include managing renewals, troubleshooting issues, and identifying upsell and cross‑sell opportunities—all while leveraging data and AI to drive efficiency and customer satisfaction.

Key Responsibilities

• Manage a low‑touch portfolio of approximately 200 small‑to‑mid‑market clients, ensuring high engagement and satisfaction.
• Lead renewal processes, guaranteeing high retention rates and minimal churn through proactive outreach and data‑driven insights.
• Provide timely, high‑quality support and problem resolution, acting as the first line of defense for client issues.
• Identify and execute upsell and cross‑sell opportunities to increase account value and deepen client relationships.
• Track portfolio health using data dashboards; prioritize actions based on metrics such as usage, NPS, and renewal likelihood.
• Contribute insights and recommendations for AI‑driven process improvements, collaborating with Product and Engineering to refine workflows.
• Integrate AI tools into daily workflows to enhance efficiency in data analysis and customer interactions, experimenting with new features and automations.
• Collaborate with cross‑functional teams—Product, Engineering, Sales, and Marketing—to align on customer success strategies and product roadmaps.
• Document best practices, create knowledge base articles, and conduct training sessions for new hires and existing team members.

Essential Qualifications

• Law degree (in progress or completed) – a deep understanding of legal processes is a plus.
• Proficiency in Excel and basic data manipulation; comfortable working with large datasets.
• Strong analytical mindset with the ability to derive actionable insights from data.
• Excellent communication skills; comfortable engaging with attorneys and legal teams.
• Hands‑on experience with AI tools; eager to experiment with new technologies and iterate quickly.
• Self‑motivated, organized, and capable of managing a portfolio autonomously.
• Fluency in Portuguese; English proficiency is a plus.

Preferred Qualifications & Experience

• Operational experience in a law firm or legal services environment.
• Track record in renewal management, support, and expansion sales.
• Passion for technology and AI applications in customer service.
• Experience with CRM systems and customer success platforms (e.g., Gainsight, Totango).
• Experience with data visualization tools (Tableau, Power BI, Looker).
• Background in product management or project coordination.

Skills & Competencies

• Data‑driven decision making: turning numbers into narratives that guide strategy.
• Strategic thinking and opportunity identification: spotting growth levers before they become obvious.
• Customer‑centric mindset: always putting the client’s success at the forefront.
• Adaptability to fast‑changing environments: thriving in a startup‑style, high‑velocity culture.
• Collaboration across cross‑functional teams: building consensus between Product, Engineering, Sales, and Marketing.
• Proficiency in Portuguese; English proficiency is a plus.
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into plain language.

Career Growth & Learning Opportunities

At Brighthush, we believe in continuous learning and career acceleration. As a Senior Customer Success Analyst, you will:

• Progress to a Customer Success Manager role, overseeing larger portfolios and leading strategic initiatives.
• Gain exposure to product development cycles, influencing feature roadmaps based on customer feedback.
• Participate in AI research projects, contributing to the next generation of legal tech solutions.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of market trends.
• Benefit from mentorship programs and leadership training designed to cultivate future leaders.
• Earn performance‑based bonuses and equity participation in a rapidly growing company.

Work Environment & Culture

Brighthush thrives on a culture of ownership, curiosity, and impact. We celebrate:

• Remote work freedom—choose the environment that fuels your productivity.
• Transparent communication—weekly all‑hands meetings, open Slack channels, and a culture of feedback.
• Data‑first decision making—every initiative is backed by metrics.
• Innovation labs—time allocated each month for experimentation with new tools and ideas.
• Community engagement—volunteer days, hackathons, and partnerships with legal NGOs.
• Continuous learning—access to courses, certifications, and a generous professional development stipend.

Compensation, Perks & Benefits

While specific figures vary by experience, we offer a competitive salary package aligned with industry standards for remote roles in Brazil. Additional benefits include:

• Health and dental insurance (private plans) to keep you and your family protected.
• Flexible paid time off and mental health support, ensuring a healthy work‑life balance.
• Annual professional development stipend for courses, certifications, and conferences.
• Equity participation in a growing legal tech company, giving you a stake in our success.
• Access to cutting‑edge AI tools and continuous learning resources.
• Monthly team virtual socials and quarterly in‑person retreats (when safe) to foster community.
• Wellness programs, including gym memberships and mindfulness sessions.
• Competitive relocation assistance for remote hires who wish to move to Brazil.

Ready to Make a Difference?

Brighthush is on the lookout for a proactive, data‑savvy Customer Success Analyst who can blend legal expertise with AI innovation. If you thrive in a fast‑paced, remote environment and are eager to help thousands of legal professionals unlock the power of data, we want to hear from you.

Apply today and join a team that is not just building a product, but transforming the very fabric of justice in Brazil.

How to Apply

Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your skills and passion align with Brighthush’s mission.