Senior Customer Success Manager – Enterprise SaaS & Legal Operations (LegalFiles) – Driving Adoption, Workflow Mapping, and API Integration at brighthush

About brighthush

At brighthush, we’re on a mission to transform the way legal teams operate. By blending cutting‑edge artificial intelligence with robust, cloud‑native SaaS solutions, we empower law firms and in‑house counsel to streamline e‑billing, matter management, and contract lifecycle processes. Our flagship product, LegalFiles, is trusted by Fortune 500 companies, mid‑market firms, and government agencies alike to reduce operational friction, increase compliance, and unlock actionable insights.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re shaping the future of legal technology. We champion a culture of continuous learning, cross‑functional collaboration, and data‑driven decision making. Our remote‑first environment gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant community of innovators.

Key Responsibilities

• Build and nurture strategic customer relationships: Act as the trusted advisor for our enterprise clients, ensuring they derive maximum value from LegalFiles.
• Drive product adoption and usage: Design and execute adoption roadmaps, conduct training sessions, and create best‑practice documentation that accelerates time‑to‑value.
• Map and optimize workflows: Collaborate with clients to understand their legal ops processes, translate them into actionable workflows, and recommend enhancements that align with industry standards such as LEDES and UTBMS.
• Manage support escalations and product feedback: Serve as the primary point of contact for high‑impact issues, coordinate cross‑functional resolution, and funnel customer insights back to product and engineering teams.
• Leverage APIs and integrations: Guide clients through API integration, ensuring seamless connectivity between LegalFiles and their existing tech stack (e.g., Salesforce, Microsoft Dynamics, or custom in‑house systems).
• Champion customer success metrics: Track and report on key performance indicators such as Net Promoter Score (NPS), churn rate, and adoption rates, using data to drive continuous improvement.
• Collaborate with Sales and Marketing: Provide feedback on product positioning, participate in customer case studies, and help shape go‑to‑market strategies.

Essential Qualifications

• Minimum of 5+ years in a customer success, account management, or client‑facing role within the enterprise SaaS space.
• Proven experience working with legal operations technology, including e‑billing, matter management, and contract lifecycle management.
• Deep familiarity with industry standards such as LEDES, UTBMS, and other legal billing formats.
• Strong technical acumen: ability to map workflows, troubleshoot API integrations, and translate technical concepts to non‑technical stakeholders.
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Demonstrated ability to manage multiple high‑priority accounts simultaneously while maintaining a high level of customer satisfaction.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, or similar).

Preferred Qualifications

• Background in legal services or a related field, with a solid understanding of legal billing cycles and compliance requirements.
• Hands‑on experience with API documentation, RESTful services, and JSON/XML data formats.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Prior experience in a senior or lead customer success role, mentoring junior team members.
• Certifications in project management (PMP, ScrumMaster) or customer success (CSM, CSPO).

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for solving client problems and delivering measurable ROI.
• Analytical Thinking: Ability to dissect complex workflows and identify optimization opportunities.
• Technical Fluency: Comfortable navigating APIs, data schemas, and integration patterns.
• Strategic Vision: Align customer goals with product roadmaps and business objectives.
• Collaboration & Influence: Work effectively across engineering, product, sales, and marketing teams.
• Adaptability: Thrive in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a two‑way street. As a Senior Customer Success Manager, you’ll have access to:

• Structured mentorship programs with senior leaders in product, engineering, and sales.
• Annual learning stipend to attend industry conferences, workshops, and certification courses.
• Cross‑functional project assignments that broaden your skill set beyond customer success.
• Clear promotion pathways to roles such as Customer Success Director, Head of Customer Success, or VP of Customer Experience.

Work Environment & Company Culture

Our remote‑first model means you can work from anywhere in the United States, but we also host quarterly in‑person retreats to foster team bonding and strategic alignment. We celebrate diversity, equity, and inclusion through regular town halls, employee resource groups, and a transparent feedback culture. At brighthush, we’re not just a company—we’re a community that values curiosity, resilience, and a shared commitment to excellence.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, our compensation package is competitive within the legal tech SaaS market and includes:

• Base salary plus performance‑based bonus structure.
• 401(k) plan with company match.
• Generous paid time off (PTO) and flexible holiday schedule.
• Health, dental, and vision insurance plans.
• Comprehensive retirement plan options.
• Generous parental leave policy for new parents.
• Remote work stipend to set up your home office.
• Employee wellness programs, including mental health resources and gym reimbursements.

How to Apply

If you’re ready to lead enterprise customers to success, drive adoption of cutting‑edge legal technology, and grow your career in a dynamic, supportive environment, we’d love to hear from you. Submit your application through the link below and join brighthush in redefining legal operations for the next generation of law firms and in‑house teams.