Senior Customer Success Manager – AI‑Powered Legal & Compliance Solutions for the DACH Region (Remote, Bilingual German & English) – Strategic Account Leadership, Client Adoption Champion, Product Evangelist at brighthush

Welcome to brighthush – Where AI Meets Legal Excellence

At brighthush, we’re not just building software; we’re crafting a new way for legal and compliance professionals to work. Our mission is simple yet ambitious: empower every lawyer, paralegal, compliance officer, and corporate legal team to make faster, smarter, and more compliant decisions by harnessing the power of artificial intelligence. Founded in Germany and operating as a fully remote‑first organization, brighthush blends cutting‑edge AI, intuitive workflow automation, and an unwavering focus on customer success to create a single source of truth that drives efficiency, reduces risk, and unlocks human potential.

Our flagship platform, brighthush AI, uses Retrieval‑Augmented Generation (RAG) to surface the most relevant legal precedents, regulatory updates, and internal policies in real time. Complemented by brighthush Workflows, which streamlines routine tasks and guarantees consistent compliance across teams, we deliver an end‑to‑end solution that transforms how law firms, corporate legal departments, and compliance teams navigate an ever‑shifting regulatory landscape.

Why brighthush is the Future of Legal Tech

The legal tech landscape is evolving at the speed of a keystroke. At brighthush, we’re at the forefront of that evolution, providing AI‑powered insights that enable our clients to:

• Reduce research time by up to 70 % through instant access to the most relevant precedents and regulatory updates.
• Minimize compliance risk with proactive alerts and automated workflow checks.
• Accelerate decision‑making with data‑driven recommendations and predictive analytics.
• Maintain a single source of truth for policies, precedents, and compliance evidence.
• Elevate the role of legal professionals from reactive to strategic partners within their organizations.

Our remote‑first model, combined with a culture of transparency, continuous improvement, and mutual respect, allows us to attract top talent from across the globe while delivering a flexible, inclusive work environment. If you thrive in a fast‑paced, customer‑centric setting and love solving complex problems with AI, brighthush is the place for you.

Role Overview

As the Senior Customer Success Manager for the DACH region, you will be the primary advocate for our clients, blending strategic account management, technical support, and product evangelism to ensure maximum value from brighthush AI and brighthush Workflows. You will partner closely with cross‑functional teams—Sales, Product, Engineering, and Marketing—to align on customer success metrics, drive adoption, and identify growth opportunities. Your influence will shape the future of our product roadmap and the success of our clients.

Key Responsibilities

• Drive Adoption & Onboarding: Design and execute comprehensive onboarding journeys that accelerate the uptake of brighthush AI across client teams. Ensure each user is empowered to leverage AI insights from day one.
• Monitor Usage & Health: Leverage analytics tools to track engagement, identify usage gaps, and proactively recommend enhancements that keep clients on the cutting edge.
• Provide Technical Support: Serve as the first line of support for complex technical queries, collaborating with engineering and product squads to resolve issues swiftly and maintain trust.
• Build Customer Relationships: Conduct regular business reviews, gather feedback, and translate customer insights into product roadmap priorities that reflect real‑world needs.
• Educate & Evangelize: Host webinars, workshops, and training sessions that showcase best practices and new feature rollouts, turning users into advocates.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Product teams to align on customer success metrics and growth opportunities, ensuring a unified customer experience.
• Document & Share Knowledge: Create and maintain playbooks, FAQs, and knowledge base articles that empower customers and internal teams alike, fostering self‑service.
• Strategic Planning: Develop account plans that align with client business objectives and identify upsell or expansion opportunities that drive mutual growth.
• Data‑Driven Decision Making: Use customer data to forecast renewal risks, identify churn triggers, and recommend retention strategies that keep clients engaged and satisfied.
• Champion Continuous Improvement: Identify process bottlenecks, propose solutions, and work with the broader team to implement best practices that enhance the customer journey.

Essential Qualifications

• Language Proficiency: Native German speaker with advanced fluency in English, enabling seamless communication across diverse client bases.
• Educational Background: Degree in Business, Law, Computer Science, or a related field that provides a solid foundation for understanding both legal and technical domains.
• Legal or Legal‑Tech Experience: Familiarity with legal workflows, compliance frameworks, or regulatory technology solutions, ensuring you can speak the language of our clients.
• Communication Skills: Exceptional written and verbal communication, capable of translating complex technical concepts for non‑technical audiences.
• Tech Savvy: Comfortable navigating SaaS platforms, data dashboards, and AI‑driven tools, with a passion for continuous learning.
• Customer‑Centric Mindset: Proven ability to build trust, manage expectations, and deliver measurable outcomes for clients.
• Analytical Mindset: Ability to interpret usage data, identify trends, and translate insights into actionable recommendations.
• Project Management: Experience managing multiple client initiatives simultaneously while meeting deadlines and maintaining high quality.
• Adaptability: Comfortable operating in a fast‑moving, remote‑first environment and adjusting priorities as needed.

Preferred Qualifications

• Experience in a Customer Success, Account Management, or Technical Support role within the legal or compliance sector.
• Hands‑on experience with RAG, AI‑powered knowledge bases, or similar generative AI technologies.
• Knowledge of German regulatory environments (e.g., GDPR, IT‑Sicherheitsgesetz, BaFin guidelines).
• Familiarity with workflow automation tools such as brighthush Workflows or comparable platforms.
• Prior exposure to data‑driven customer success metrics (NPS, CSAT, adoption rates).
• Experience leading or participating in product beta programs or pilot projects.
• Strong analytical skills with proficiency in Excel, SQL, or data visualization tools.
• Experience in a bilingual environment, managing stakeholders across German and English speaking teams.

Core Competencies & Skills

• Strategic Thinking: Ability to align customer goals with brighthush’s product vision, ensuring long‑term success.
• Analytical Acumen: Proficiency in interpreting usage data and deriving actionable insights that drive adoption.
• Problem‑Solving: Quick, creative troubleshooting of technical and process challenges that arise in client environments.
• Project Management: Manage multiple client initiatives simultaneously while meeting deadlines and maintaining quality.
• Empathy & Influence: Build rapport with stakeholders at all levels and influence adoption decisions with confidence.
• Adaptability: Thrive in a rapidly evolving AI landscape and adjust strategies accordingly.
• Communication Excellence: Articulate complex ideas clearly to both technical and non‑technical audiences.
• Collaboration & Teamwork: Work seamlessly with cross‑functional teams to deliver a unified customer experience.
• Leadership Presence: Mentor junior team members and lead initiatives that elevate the overall customer success function.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. We offer a comprehensive development ecosystem that includes:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Access to industry conferences, AI workshops, and legal‑tech symposiums that keep you at the forefront of innovation.
• Internal certification pathways in AI fundamentals, legal technology, and customer success best practices.
• Clear promotion tracks from Customer Success Associate to Senior Manager, and beyond to Director or VP roles.
• Cross‑functional rotations that allow you to gain exposure to product development, data science, and business strategy.
• Regular hackathons and innovation challenges to spark creativity and collaboration.
• Personal development plans that align your career goals with the company’s strategic objectives.
• Opportunities to contribute to open‑source AI research and thought leadership within the legal tech community.

Work Environment & Company Culture

brighthush champions a culture of transparency, continuous improvement, and mutual respect. Our remote‑first model means you can work from anywhere in Germany while staying connected through weekly virtual town halls, bi‑weekly hackathons, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive community that values your contributions and invests in your growth.

Our culture is built on four pillars: Innovation, Collaboration, Growth, and Impact. We believe that every team member has the power to shape the future of legal technology, and we provide the tools, resources, and autonomy to make that happen.

In addition to a flexible work schedule, we offer:

• Monthly virtual coffee breaks and team‑building activities.
• Access to a company‑wide learning platform covering AI, legal tech, and soft skills.
• Regular feedback loops and performance reviews that focus on development and recognition.
• A collaborative workspace that encourages knowledge sharing and peer learning.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and role level, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for the DACH region.
• Performance‑based bonuses tied to customer success metrics.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Extended parental leave for both mothers and fathers, with flexible return‑to‑work options.
• Health and wellness benefits: comprehensive medical, dental, and vision plans.
• Professional development stipend for courses, certifications, and conference attendance.
• Equity options for eligible employees, aligning your success with the company’s growth.
• Monthly team lunches, virtual coffee breaks, and occasional office meet‑ups.
• Access to a company‑wide learning platform covering AI, legal tech, and soft skills.
• Flexible work hours and the ability to work from any location within Germany.

How to Apply

Ready to make a tangible impact on the legal tech landscape? Submit your application through our careers portal and join a team that’s redefining compliance and customer success with AI. We look forward to exploring how your expertise and passion can help brighthush continue to deliver world‑class solutions to our clients across the DACH region.