Senior Customer Success Manager – AI‑Driven Legal Tech Solutions at brighthush

About brighthush

brighthush is at the forefront of legal technology, empowering plaintiff law firms to scale, innovate, and deliver unparalleled client outcomes. By integrating cutting‑edge artificial intelligence across every phase of a case—from intake to resolution—brighthush is redefining how legal teams work, collaborate, and win. Our mission is simple: make every law firm AI‑native, so they can focus on advocacy while our platform handles the heavy lifting.

We are a fast‑growing, investor‑backed company with a track record of rapid revenue expansion and a portfolio of over 1,000 satisfied law firm partners. Our engineering, design, and product teams come from industry leaders such as Meta, Airbnb, Lyft, and Square, and we collaborate directly with AI pioneers like OpenAI and Anthropic to deliver best‑in‑class legal workflows.

Why Join brighthush?

• Impact‑Driven Culture: Every customer success initiative directly influences the next generation of legal practice.
• Career Growth: Clear pathways to senior leadership roles, with mentorship from seasoned executives.
• Learning Ecosystem: Access to internal AI labs, industry conferences, and continuous professional development.
• Competitive Compensation: Base salary, performance bonuses, and equity that reflect your contribution.
• Work‑Life Balance: Flexible time off, remote options, and a supportive, inclusive environment.

Key Responsibilities

As a Senior Customer Success Manager at brighthush, you will be the linchpin between our product team and the law firms that rely on our platform. Your day‑to‑day activities will include:

• Client Onboarding & Adoption: Lead the end‑to‑end onboarding process for new law firm clients, ensuring full adoption of our suite within 90 days.
• Account Expansion: Drive upsells and cross‑sell opportunities, targeting a 15% YoY increase in average contract value.
• Product Utilization: Monitor usage metrics, aiming for 90% case/matter utilization and 75% adoption of key features.
• Value Demonstration: Produce quarterly case studies that quantify ROI, and develop new use‑case whitepapers to showcase product versatility.
• Feedback Loop: Capture client insights and translate them into actionable product roadmap items.
• Retention & Advocacy: Maintain a 90%+ retention rate through proactive engagement, quarterly business reviews, and client satisfaction surveys.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering to resolve escalations and shape future releases.
• Thought Leadership: Represent brighthush at industry events, webinars, and user groups to build brand credibility.

Essential Qualifications

• Legal Industry Expertise: Deep understanding of law firm operations, compliance frameworks, and current legal tech trends.
• Technical Proficiency: Ability to explain complex AI‑driven features to non‑technical stakeholders.
• Data‑Driven Decision Making: Proficiency in analytics tools (e.g., Tableau, Looker) and experience with legal‑specific metrics.
• Project Management: Proven track record of managing multiple high‑value accounts simultaneously.
• Communication & Influence: Exceptional written and verbal communication skills, with a consultative approach to problem solving.
• Adaptability: Comfortable navigating ambiguity in a fast‑paced, AI‑centric environment.
• Relationship Building: Strong networking skills and willingness to travel for client visits and industry events.

Preferred Qualifications

• 5+ years of Customer Success experience, ideally with mid‑size and enterprise law firm accounts.
• Background in legal tech or SaaS, with a demonstrated ability to manage a large book of business.
• Experience with AI or machine‑learning products is a plus.
• Excellent stakeholder management across C‑suite, practice leaders, and IT teams.
• Passion for continuous learning and creative problem solving.

Skills & Competencies

• Strategic Account Management
• Customer Advocacy & Voice of the Customer
• Data Analysis & KPI Tracking
• Product Evangelism & Training
• Negotiation & Upsell Strategy
• Change Management & Adoption
• Cross‑Functional Leadership
• Industry Networking & Thought Leadership

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. You will:

• Progress from Senior Customer Success Manager to Director of Customer Success within 2–3 years.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Mentor junior team members and contribute to internal training programs.
• Participate in AI research labs, hackathons, and industry panels.
• Earn equity and performance bonuses that align with company success.

Work Environment & Culture

brighthush thrives on a culture of curiosity, ownership, and collaboration. We value:

• Transparent communication and open feedback loops.
• Autonomous work with clear goals and measurable outcomes.
• Inclusive hiring practices and a commitment to diversity.
• Regular team gatherings, both virtual and in‑person, to foster camaraderie.
• A focus on mental and physical well‑being through wellness programs and flexible schedules.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $120,000 – $165,000 USD, commensurate with experience.
• On‑Target Earnings (OTE): Includes performance bonuses and equity.
• 401(k) with Employer Matching
• Health, Dental, Vision, and Life Insurance
• Short‑Term and Long‑Term Disability Coverage
• Commuter Benefits and Telecommuting Stipend
• Flexible Time Off (FTO) and Paid Holidays
• Quarterly Team Retreats and In‑Office Perks (for on‑site employees)
• Workplace Setup Reimbursement
• Continuous Learning Allowance for courses, certifications, and conferences

How to Apply

If you are passionate about transforming legal practice through AI, thrive in a high‑impact environment, and want to join a team that values ownership and curiosity, we want to hear from you. Submit your application through our careers portal and let’s build the future of legal technology together.

Equal Opportunity Employer

brighthush is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic. If you require accommodations during the application process, please contact our recruitment team.