Senior Customer Success Manager – DACH Market & AI‑Driven Legal Solutions at brighthush

About brighthush

brighthush is on a mission to revolutionize the way legal professionals discover, analyze, and apply law. By harnessing cutting‑edge artificial intelligence, intelligent search, and a continuously updated legal knowledge base, we are building the world’s leading AI‑powered legal research platform. Our vision is to empower lawyers, paralegals, and in‑house counsel to spend less time hunting for information and more time delivering value to their clients.

With a growing customer base of over 450 firms across Germany, Switzerland, and Denmark, brighthush has already attracted significant investment, raising more than €17.5 million, including a recent €13.5 million Series A led by top‑tier venture partners. We are a fast‑growing, early‑stage company that thrives on innovation, collaboration, and a relentless focus on customer success.

Why Join brighthush?

As a founding member of our Customer Success team, you will shape the future of how we engage with our clients, influence product roadmap decisions, and drive the adoption of AI in legal research. You will work in a dynamic, cross‑functional environment that values ownership, creativity, and continuous learning. Whether you are based in our Copenhagen headquarters or in Hamburg, you will be part of a global, high‑energy team that is redefining the legal tech landscape.

Role Overview

We are looking for a seasoned Customer Success Manager to lead the end‑to‑end customer journey for our German‑speaking clientele. Your primary focus will be to ensure a seamless onboarding experience, drive adoption, nurture community, and identify expansion opportunities—all while collaborating closely with Sales, Product, and Support teams.

Key Responsibilities

• Customer Onboarding & Enablement – Design and deliver onboarding programs that teach lawyers and legal professionals how to leverage AI to supercharge their research workflows.
• Adoption & Engagement – Partner with client executives to set usage goals, monitor adoption metrics, and provide actionable insights that drive product usage.
• Community Building – Identify and empower super‑users, create user groups, and facilitate knowledge sharing through webinars, forums, and in‑product events.
• Growth & Expansion – Work with the Commercial team to uncover upsell and cross‑sell opportunities, and develop account plans that align with client objectives.
• Process & Strategy Development – Contribute to the design of scalable CS processes, playbooks, and best practices that can be replicated across markets.
• Customer Advocacy – Gather feedback, conduct NPS surveys, and translate insights into product enhancements and service improvements.
• Data‑Driven Decision Making – Own and analyze CS metrics (e.g., churn, renewal rates, usage depth) to inform strategy and report on performance to senior leadership.

Essential Qualifications

• Fluency in German and English, both written and spoken.
• 3+ years of Customer Success experience in a SaaS B2B environment, preferably within legal tech or a related professional services domain.
• Proven track record of managing the full customer lifecycle—from onboarding to renewal—while driving adoption and expansion.
• Strong communication and presentation skills, with the ability to build trust and influence stakeholders at all levels.
• Self‑starter with a proactive mindset, capable of working independently and collaboratively in a fast‑paced, cross‑functional team.
• Passion for technology and AI; basic knowledge of large language models (LLMs) and AI‑powered search is a plus.
• Open to continuous learning, receptive to feedback, and eager to grow both personally and professionally.

Preferred Qualifications

• Legal background or experience working directly with law firms, corporate legal departments, or regulatory bodies.
• Experience building and scaling customer success teams or processes in a high‑growth startup.
• Familiarity with CRM and CS tools such as Salesforce, HubSpot, Gainsight, or similar platforms.
• Experience in the DACH market, with a deep understanding of local legal practice and regulatory nuances.
• Track record of driving customer‑centric metrics and achieving high renewal and expansion rates.

Skills & Competencies

• Strategic thinking with a data‑driven approach to problem solving.
• Exceptional interpersonal skills, including empathy, active listening, and conflict resolution.
• Strong project management abilities, with the capacity to juggle multiple priorities and deliver results on time.
• Adaptability to change, thriving in an evolving environment where processes and priorities shift rapidly.
• Tech‑savvy mindset, comfortable navigating complex SaaS platforms and integrating new tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is not limited to a single role. As we expand, you will have the chance to:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior team members and contribute to building a high‑performance Customer Success culture.
• Take on regional or global responsibilities, scaling your impact across multiple markets.
• Participate in industry conferences, workshops, and training programs to stay ahead of legal tech trends.
• Access internal learning resources, including AI and legal research courses, to deepen your expertise.

Work Environment & Culture at brighthush

We pride ourselves on a vibrant, inclusive, and collaborative culture. Key aspects include:

• Ownership & Autonomy – You will have the freedom to experiment, make decisions, and see the impact of your work in real time.
• Open Communication – Transparent dialogue across all levels ensures that ideas are heard and implemented quickly.
• Diversity & Inclusion – We celebrate diverse perspectives and actively foster an environment where everyone can thrive.
• Global Team – Work alongside colleagues in Copenhagen, Hamburg, London, and Zurich, benefiting from a rich mix of cultures and expertise.
• Work‑Life Balance – Flexible working hours, remote options, and a focus on well‑being help you maintain a healthy balance.

Compensation, Perks & Benefits

• Competitive base salary with performance‑based commission tied to customer success metrics.
• Equity‑style warrant program that aligns your success with the company’s growth.
• 25 vacation days per year plus public holidays, with the flexibility to take additional days for personal development.
• Paid parental leave and supportive policies for new parents.
• Company‑provided Pleo card for work‑related expenses.
• Regular international team events (e.g., trips to Barcelona, Berlin, or Zurich) to strengthen bonds and celebrate milestones.
• Continuous learning budget for courses, certifications, and conference attendance.
• Health and wellness initiatives, including gym memberships and mental health resources.

How to Apply

If you are passionate about transforming the legal industry, thrive in a startup environment, and want to make a tangible impact on customer success, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can help brighthush shape the future of legal research.