Senior Customer Success Manager – AI & Legal Tech – DACH Region – Driving Adoption & Growth at brighthush

About brighthush

brighthush is a trailblazing AI‑driven legal technology company that empowers legal professionals to work smarter, faster, and more accurately. By marrying cutting‑edge artificial intelligence with intuitive workflow orchestration, we help firms and enterprises streamline drafting, research, contract review, and compliance processes. Our mission is simple: enable lawyers to get more done every day without extending their working hours.

Why brighthush?

At brighthush, we’re not just building software – we’re redefining how law is practiced in the digital age. Our platform is trusted by global brands and leading law firms, and we’re constantly pushing the boundaries of what AI can do for the legal sector. If you thrive in a fast‑moving, high‑impact environment and want to see your work transform the industry, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager – AI & Legal Tech – DACH Region, you will be the linchpin between our customers and the brighthush platform. Your mission is to ensure that every client fully realizes the value of our AI tools, achieves measurable business outcomes, and becomes a long‑term advocate for brighthush. You will blend strategic insight with hands‑on technical support, driving adoption, retention, and expansion across the German‑speaking market.

Key Responsibilities

• Customer Advocacy & Relationship Building – Serve as the primary point of contact for a portfolio of high‑value clients, fostering trust and deepening engagement.
• Strategic Adoption & ROI Analysis – Partner with customers to define success metrics, develop adoption roadmaps, and quantify the ROI of AI‑enabled workflows.
• Data‑Driven Insight Generation – Leverage usage analytics, feedback loops, and product telemetry to surface opportunities for upsell, cross‑sell, and product improvement.
• Technical Troubleshooting & Enablement – Provide hands‑on support for complex technical issues, collaborating with engineering and product teams to resolve blockers.
• Monitor product usage patterns to proactively identify at‑risk users and intervene before churn occurs.
• Lead customer training sessions, webinars, and workshops to accelerate adoption and best‑practice sharing.
• Act as the customer voice in product development, feeding insights into the roadmap and feature prioritization.
• Represent brighthush at industry events, conferences, and client meetings, showcasing our solutions and thought leadership.
• Collaborate cross‑functionally with Sales, Marketing, Product, and Engineering to align on customer success goals and deliver a seamless experience.
• Document and share best practices, case studies, and success stories with internal teams to elevate overall customer success performance.

Essential Qualifications

• Native German speaker with near‑native proficiency in English.
• Bachelor’s, Master’s, or MBA in Business, Law, Computer Science, or a related discipline.
• Proven experience in the legal or legal‑tech industry, with a deep understanding of legal workflows and pain points.
• Strong analytical mindset – comfortable interpreting data to drive decisions and articulate insights to both technical and non‑technical stakeholders.
• Excellent communication skills, capable of explaining complex technical concepts in clear, accessible language.
• Demonstrated ability to remain calm, patient, and empathetic while resolving customer challenges.
• Track record of working effectively in a high‑trust, cross‑functional environment.
• Comfortable navigating ambiguity and driving initiatives in a fast‑paced, startup‑style culture.
• Hands‑on experience with AI tools and a passion for leveraging AI in everyday workflows.

Preferred (Nice‑to‑Have) Skills

• Background in customer support, success, or enablement within legal tech.
• Experience rolling out AI software and stewarding AI adoption at scale.
• Proficiency with adoption and product analytics platforms such as Userpilot or Pendo.
• Track record of delivering engaging webinars or training sessions.
• Experience working in a startup or remote‑first environment.

What You’ll Gain

• Career Growth & Impact – Your work will directly influence brighthush’s growth trajectory and shape the future of legal AI.
• Opportunity to work with state‑of‑the‑art AI models, including large language models (LLMs) and Retrieval‑Augmented Generation (RAG) techniques.
• Continuous learning in AI, product strategy, and customer success best practices.
• Exposure to a global client base and the chance to travel across Europe to meet customers and attend industry events.
• Collaborative culture that values ownership, ambition, and teamwork.
• Regular team off‑sites to exciting destinations across Europe – from Portugal to Italy to Greece and beyond.

Work Environment & Culture

brighthush is a remote‑first company with a distributed workforce and physical hubs in major cities. We champion flexibility, autonomy, and a results‑oriented mindset. Our culture is built on transparency, continuous improvement, and a shared commitment to delivering exceptional value to our clients.

Compensation & Benefits

We offer a competitive salary package that reflects your expertise and the impact you’ll bring. In addition, you’ll enjoy:

• 30 days of vacation per year, plus public holidays.
• Wellness stipend (Wellhub) and a generous work‑from‑home allowance to equip your home office.
• JobRad program for sustainable commuting.
• Paid parental leave and flexible family‑friendly policies.
• Health and dental coverage, along with optional life insurance.
• Access to cutting‑edge AI tools and continuous professional development.

Travel & Flexibility

While the role is primarily remote, occasional travel across the DACH region and to international conferences is expected. We support flexible working arrangements and provide the necessary resources to ensure you can perform at your best.

How to Apply

We’re excited to hear from candidates who are passionate about AI, legal tech, and customer success. If you meet the essential qualifications and are eager to make a tangible impact, we encourage you to apply. Even if you feel you don’t tick every box, we value diverse perspectives and invite you to share how your unique experience can contribute to brighthush’s mission.

To apply, simply click the button below, attach your CV, and include a brief cover letter explaining why you’re interested in this role and what you can bring to the team.