Senior Customer Success Manager – AI‑Powered Legal Technology & Client Growth Champion at brighthush

About brighthush

brighthush is redefining the legal landscape by weaving artificial intelligence into every thread of a law firm’s workflow. From the first intake form to the final settlement, our platform automates routine tasks, surfaces predictive insights, and frees attorneys to focus on strategy and advocacy. With a portfolio of more than 1,000 law firm partners, we are the go‑to partner for firms that want to be AI‑native, not just AI‑aware.

Our team is built from the best minds in tech and law. Former engineers from brighthush‑era giants such as brighthush, brighthush, brighthush, and brighthush now bring their expertise to our product, design, and data science squads. We collaborate directly with AI pioneers like brighthush and brighthush to ensure our solutions stay at the cutting edge of machine learning and natural language processing.

Why Join brighthush?

• Impact‑Driven Culture: Every initiative you champion translates into measurable wins for our clients—faster case resolution, higher win rates, and deeper client satisfaction.
• Career Growth: Clear, merit‑based pathways to senior leadership, with mentorship from seasoned executives who have built and scaled global tech companies.
• Learning Ecosystem: Access to internal AI labs, industry conferences, and a generous learning stipend that covers courses, certifications, and hackathons.
• Competitive Compensation: A base salary, performance bonuses, and equity that reflect your contribution and align you with the company’s long‑term success.
• Work‑Life Balance: Flexible time off, remote options, and a supportive, inclusive environment that values mental and physical well‑being.

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.