Senior Customer Success Manager – AI‑Driven Legal Technology & Enterprise Adoption Champion for the DACH Region – Driving Client Success, Retention, and Revenue Growth at brighthush

About brighthush

brighthush is more than a legal‑tech platform; it is a movement that redefines how law is practiced in the digital era. By fusing cutting‑edge large language models (LLMs) with Retrieval‑Augmented Generation (RAG) and a user‑centric design philosophy, we empower law firms, corporate legal departments, and regulatory teams to draft, research, review contracts, and manage compliance at a speed and precision that was unimaginable a decade ago.

Our mission is simple yet ambitious: to turn raw data into actionable insights, automate routine drafting, and deliver real‑time compliance checks that are auditable and fully compliant with the strictest regulatory standards. The result? Clients can focus on high‑value legal strategy while brighthush handles the heavy lifting.

Since our founding, we have grown from a small startup to the go‑to solution for forward‑thinking legal teams worldwide. Our client portfolio spans Fortune 500 enterprises, boutique law firms, in‑house counsel, and public sector agencies. We are continuously iterating on our AI models to deliver deeper contextual relevance, higher accuracy, and a frictionless user experience.

Why Join brighthush?

At brighthush, you will be part of a culture that values curiosity, ownership, and continuous learning. We thrive in a fast‑moving, high‑impact environment where every line of code and every customer interaction can influence the future of legal practice.

Our team is composed of data scientists, product designers, legal experts, and customer success leaders who collaborate to push the boundaries of what AI can achieve in legal workflows. If you are passionate about leveraging technology to solve complex problems and want to see your work transform an entire industry, brighthush is the place for you.

Role Overview

As a Senior Customer Success Manager – AI & Legal Technology – DACH Region, you will be the strategic partner for our German‑speaking clients. Your mission is to ensure they extract maximum value from the brighthush platform, driving adoption, retention, and expansion across the region.

You will translate client business objectives into actionable success plans, act as the bridge between customer needs and our product roadmap, and influence the future of legal AI. Your impact will be felt across the organization, from product development to sales, and will directly contribute to brighthush’s growth trajectory.

Key Responsibilities

• Customer Advocacy & Relationship Building – Serve as the trusted advisor for a portfolio of high‑value clients, fostering long‑term partnerships and deepening engagement through regular business reviews and strategic conversations.
• Strategic Adoption & ROI Analysis – Partner with customers to define success metrics, develop adoption roadmaps, and quantify the ROI of AI‑enabled workflows, ensuring measurable business outcomes.
• Data‑Driven Insight Generation – Leverage usage analytics, feedback loops, and product telemetry to surface opportunities for upsell, cross‑sell, and product improvement, driving continuous value creation.
• Technical Troubleshooting & Enablement – Provide hands‑on support for complex technical issues, collaborating with engineering and product teams to resolve blockers and ensure seamless platform performance.
• Proactive Health Monitoring – Monitor product usage patterns to proactively identify at‑risk users and intervene before churn occurs, maintaining a high customer health score.
• Training & Knowledge Transfer – Lead customer training sessions, webinars, and workshops to accelerate adoption and share best‑practice knowledge across the client base.
• Voice of the Customer – Act as the customer voice in product development, feeding insights into the roadmap and feature prioritization to align product evolution with market needs.
• Industry Representation – Represent brighthush at industry events, conferences, and client meetings, showcasing our solutions and thought leadership in the legal‑tech ecosystem.
• Cross‑Functional Collaboration – Collaborate with Sales, Marketing, Product, and Engineering to align on customer success goals and deliver a seamless experience from onboarding to expansion.
• Knowledge Sharing – Document and share best practices, case studies, and success stories with internal teams to elevate overall customer success performance across the organization.

Essential Qualifications

• Native German speaker with near‑native proficiency in English, enabling clear communication across diverse stakeholder groups.
• Bachelor’s, Master’s, or MBA in Business, Law, Computer Science, or a related discipline, demonstrating a strong academic foundation.
• Proven experience in the legal or legal‑tech industry, with a deep understanding of legal workflows, pain points, and regulatory requirements.
• 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 that resonates with legal professionals.
• Demonstrated ability to remain calm, patient, and empathetic while resolving customer challenges, ensuring a positive experience even under pressure.
• Track record of working effectively in a high‑trust, cross‑functional environment, collaborating with product, engineering, and sales teams to achieve shared goals.
• Comfortable navigating ambiguity and driving initiatives in a fast‑paced, startup‑style culture, where priorities can shift rapidly.
• Hands‑on experience with AI tools and a passion for leveraging AI in everyday workflows, staying ahead of emerging trends in legal technology.

Preferred (Nice‑to‑Have) Skills

• Background in customer support, success, or enablement within legal tech, providing a deep understanding of the customer journey.
• Experience rolling out AI software and stewarding AI adoption at scale, ensuring high adoption rates and measurable impact.
• Proficiency with adoption and product analytics platforms such as brighthush, enabling data‑driven decision making and proactive customer engagement.
• Track record of delivering engaging webinars or training sessions, showcasing the ability to educate and inspire diverse audiences.
• Experience working in a startup or remote‑first environment, demonstrating adaptability and self‑direction in a distributed team.

What You’ll Gain

• Career Growth & Impact – Your work will directly influence brighthush’s growth trajectory and shape the future of legal AI, positioning you as a key contributor to industry transformation.
• Opportunity to work with state‑of‑the‑art AI models (LLMs & RAG), staying at the cutting edge of technology.
• Continuous learning in AI, product strategy, and customer success best practices through internal knowledge sharing, external conferences, and formal training programs.
• Exposure to a global client base and the chance to travel across Europe to meet customers, attend industry events, and represent brighthush at key conferences.
• Collaborative culture that values ownership, ambition, and teamwork, fostering a supportive environment where ideas thrive.
• Regular team off‑sites to exciting destinations across Europe – from Portugal to Italy to Greece and beyond – strengthening team bonds and inspiring creativity.

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, allowing you to work from wherever you perform best. Our culture is built on transparency, continuous improvement, and a shared commitment to delivering exceptional value to our clients. We celebrate diversity, encourage open dialogue, and reward innovative thinking that drives both personal and organizational success.

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, ensuring a healthy work‑life balance.
• Wellness stipend and a generous work‑from‑home allowance to equip your home office with the best tools.
• brighthush program for sustainable commuting, supporting eco‑friendly travel options.
• Paid parental leave and flexible family‑friendly policies, supporting you and your loved ones.
• Health and dental coverage, along with optional life insurance to safeguard your well‑being.
• Access to cutting‑edge AI tools and continuous professional development, empowering you to stay ahead of industry trends.

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, whether you’re collaborating in a virtual setting or engaging face‑to‑face with clients and partners.

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.

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