Senior Customer Success Manager – Law Firm Partnerships & Adoption Strategy Lead – Championing Global Growth, Value Creation, and Innovation at brighthush

Welcome to brighthush – Where Legal Technology Meets Transformational Impact

At brighthush, we’re more than a software vendor; we’re a catalyst for change in the legal industry. Our mission, Making Knowledge Work™, is about turning raw data into actionable insights, empowering legal professionals to collaborate, innovate, and deliver better outcomes for their clients. With a global footprint that spans 65+ countries, we serve more than 4,100 customers and 430,000 users, managing over 11 billion documents and 11 petabytes of data. This scale gives us a unique perspective on the challenges and opportunities that shape modern legal practice.

Why This Role Matters

As a Senior Customer Success Manager focused on law firm partnerships, you will become the strategic partner and trusted advisor for our most influential accounts. Your mission is to translate business objectives into tangible value, ensuring that each client not only adopts our platform but also realizes measurable outcomes that drive Net Revenue Retention (NRR). Your work will directly influence client success, fuel our growth engine, and reinforce brighthush’s reputation as the go‑to solution for legal professionals worldwide.

Key Responsibilities

• Value & Adoption Leadership – Own the value and adoption strategy across a portfolio of high‑profile law firm customers, delivering measurable NRR lift through outcome roadmaps.
• Joint Impact Planning – Align joint impact plans with broader account strategies, converting proven outcomes into well‑documented business cases that resonate with stakeholders.
• Business Value Reviews – Lead quarterly business value reviews, presenting clear ROI, next value milestones, and multi‑threaded relationships that de‑risk renewals and unlock growth opportunities.
• Channel Collaboration – Partner with the Channel team to ensure partner‑delivered work aligns with adoption metrics and success criteria, creating a seamless experience for clients.
• Advocacy & Thought Leadership – Create advocates through reviews, quotes, and case studies once value is verified, and collaborate with Marketing to amplify success stories.
• Onboarding & Enablement – Drive onboarding to time‑to‑first value (TTFV) and sequence time‑to‑next value (TTNV) with role‑based enablement, ensuring clients quickly realize tangible benefits.
• Champion Network – Establish and enable a champion network within each client organization, fostering internal champions who champion brighthush’s solutions.
• Expansion & Renewal Readiness – Identify value‑led expansion opportunities, coordinate with the account team to progress them, and ensure renewal readiness with value proof, stakeholder maps, timelines, and risk/mitigation plans.
• Account Intelligence – Gather and leverage account intelligence to drive best practices throughout the customer lifecycle, continuously improving processes and outcomes.
• Segment‑Specific Insight – Understand how each customer uses differing brighthush solutions to achieve value and outcomes, tailoring strategies to fit unique needs.

Essential Qualifications

• 7–10+ years of experience in SaaS Customer Success, Account Management, or Consulting with a proven track record of measurable adoption and retention impact.
• Deep familiarity with the legal industry, having worked in law firms, corporate legal teams, or with law firm clients.
• Demonstrated ability to build impact plans, improve time‑to‑first/next value, and present clear value realization updates to senior stakeholders.
• Strong stakeholder communication skills across business and technical audiences, with a data‑driven approach to telemetry and health metrics.
• Experience running adoption programs at portfolio scale, coordinating cross‑functional teams including Product, Support, Engineering, Training, and Channel.
• High level of resourcefulness and independence, able to proactively seek out resolutions and drive initiatives forward.

Preferred Qualifications

• Working knowledge of brighthush products and ecosystem.
• Hands‑on experience with Totango, Salesforce, or comparable CS/CRM platforms.
• Experience with data analytics tools and dashboards to track adoption, health, and NRR.
• Background in change management and organizational adoption strategies.

Skills & Competencies

• Strategic Thinking – Ability to translate business objectives into actionable adoption plans.
• Analytical Acumen – Proficiency in interpreting telemetry, health scores, and KPI dashboards.
• Communication Excellence – Clear, concise, and persuasive communication with C‑suite executives and technical teams.
• Collaboration & Influence – Proven track record of working cross‑functionally to deliver outcomes.
• Customer‑Centric Mindset – Deep empathy for client challenges and a passion for delivering value.
• Project Management – Strong organizational skills to manage multiple initiatives simultaneously.
• Adaptability – Comfortable navigating ambiguity and driving change in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by our Internal Development Framework. We provide:

• Unlimited access to LinkedIn Learning courses and interactive Microsoft training modules.
• Certification programs in product knowledge, customer success, and leadership.
• Mentorship from senior leaders and peers across the organization.
• Clear promotion tracks with defined milestones and performance metrics.
• Opportunities to lead cross‑functional initiatives, product launches, and global programs.

Work Environment & Culture

Our remote‑first model offers flexibility, but we also value in‑person collaboration. You may travel occasionally to a local brighthush office for team building, strategic meetings, or client events. When you’re onsite, you’ll experience:

• Modern, open‑plan workspaces featuring a gaming area, free snacks, and drinks.
• Regular social events, hackathons, and wellness activities.
• A culture that celebrates diversity, inclusion, and authentic self‑expression.
• Collaborative teams that thrive on problem‑solving and pushing boundaries.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, performance, and the value you bring to brighthush.

• Base Salary – US annual base salary range: $110,000–$150,000, adjusted for qualifications, experience, and location.
• Performance Bonus – Annual performance‑based bonus tied to individual and company metrics.
• Equity & Stock Options – Opportunity to participate in brighthush’s equity program.
• Health & Wellness – Comprehensive Health, Vision, Dental, and Life Insurance plans.
• Retirement Savings – 401(k) plan with company match up to 4%.
• Parental Leave – 20 weeks 100% paid primary leave, 10 weeks 100% paid secondary leave.
• Flexible Time Off – Unlimited vacation policy, flexible work hours, and a generous paid time off calendar.
• Wellness & Mental Health – Multiple company wellness days per year and access to RethinkCare, a global behavioral health platform.
• Professional Development – Continuous learning budget and access to industry conferences.

Our Commitment to Diversity & Inclusion

brighthush is proud to be an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment where everyone can thrive. We encourage candidates who may not meet every qualification to apply, especially those who bring a growth mindset and a hunger for learning.

How to Apply

Ready to make a meaningful impact in the legal tech space? Click the link below to apply and join a team that turns the impossible into reality.

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Recruitment Process & Candidate Experience

We value your time and privacy. All communications will come from our official domain, @brighthush.com. If you receive any suspicious messages, please report them to [email protected]. Our hiring team is dedicated to providing a transparent, respectful, and engaging experience throughout the process.

About brighthush

brighthush is dedicated to Making Knowledge Work™. Our platform is trusted by thousands of legal professionals worldwide, managing billions of documents and petabytes of data. We continuously innovate to solve complex challenges, empower better business outcomes, and create a culture where employees can grow, unlock their potential, and make a meaningful impact.

Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a place where your ideas matter, your growth is supported, and your impact is real. Join us and help shape the future of legal technology.

Whoever you are, whatever you do, however you work – make it mean something at brighthush.

brighthush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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