Senior Customer Success Manager – North America – Driving Legal Technology Excellence, Client Growth, and Strategic Value Creation

About brighthush

brighthush is a trailblazing legal technology company that is redefining how in‑house legal teams collaborate with outside counsel and manage legal spend. By combining a powerful, data‑driven platform with industry‑leading expertise, we empower the world’s largest organizations to make smarter, more transparent decisions about their legal budgets. Our mission is simple yet ambitious: to bring clarity, efficiency, and measurable value to every legal transaction, from sourcing to payment.

As a fully remote, high‑growth organization, brighthush offers a dynamic, inclusive culture that values curiosity, collaboration, and continuous learning. We are committed to building a diverse workforce that reflects the communities we serve, and we celebrate the unique perspectives that each team member brings to the table.

Why This Role Matters

In the fast‑evolving world of legal technology, the role of a Customer Success Manager (CSM) is more critical than ever. You will be the trusted advisor to our North American enterprise clients, guiding them through every stage of the customer lifecycle—from onboarding to renewal—while unlocking the full potential of our platform. Your insights will shape strategic decisions, drive adoption, and ultimately translate into tangible cost savings and operational efficiencies for our clients.

Key Responsibilities

• Client Portfolio Management: Own a portfolio of enterprise accounts across North America, ensuring a seamless end‑to‑end experience for each client.
• Strategic Advisory: Serve as the primary point of contact for General Counsel and Legal Operations leaders, providing data‑driven recommendations that align with their business objectives.
• Lifecycle Leadership: Guide clients through onboarding, adoption, expansion, and renewal phases, ensuring they achieve their desired outcomes.
• Success Planning: Develop and execute customized success plans that leverage usage data, cost‑savings metrics, and best‑practice frameworks.
• Value Storytelling: Translate complex analytics into compelling narratives that demonstrate ROI, support renewal conversations, and identify upsell opportunities.
• Executive Sponsorship: Build and nurture relationships with C‑suite stakeholders, establishing trust and securing executive sponsorship for key initiatives.
• Adoption & Change Management: Champion platform adoption through targeted training, workshops, and scalable self‑service resources.
• Risk & Opportunity Management: Proactively identify potential churn risks or growth opportunities, collaborating cross‑functionally with Sales, Product, and Support to address them.
• Data Analysis & Reporting: Analyze usage patterns, cost‑savings data, and customer health scores to inform strategy and drive continuous improvement.
• Thought Leadership: Represent brighthush at industry events, webinars, and client forums, positioning the company as a leader in legal tech innovation.

Essential Qualifications

• 2–4+ years of experience in SaaS Customer Success, Account Management, Consulting, or Legal Operations.
• Proven track record of managing client relationships or portfolios, with measurable success in adoption, renewal, or expansion.
• Exceptional communication skills—comfortable engaging senior stakeholders and leading high‑impact conversations.
• Strong analytical mindset: adept at interpreting data, deriving insights, and presenting findings in a clear, actionable manner.
• Self‑motivated, organized, and proactive—ready to leverage technology and AI to streamline processes and enhance client outcomes.
• Positive, adaptable attitude with a genuine passion for continuous learning and improvement.
• U.S. work authorization required; visa sponsorship not available.

Preferred Qualifications

• Experience in the legal technology or legal services industry.
• Background in data analytics or business intelligence tools (e.g., Tableau, Power BI).
• Familiarity with legal spend management, outside counsel sourcing, or legal operations frameworks.
• Previous experience leading cross‑functional initiatives or projects.
• Knowledge of AI‑driven solutions for legal workflows.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless focus on delivering value.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align solutions with business goals.
• Data Fluency: Comfortable working with large datasets, extracting insights, and translating them into actionable recommendations.
• Relationship Building: Skilled at building trust with C‑suite executives and fostering long‑term partnerships.
• Project Management: Strong organizational skills, with the ability to juggle multiple priorities and deliver on deadlines.
• Change Management: Experience leading adoption initiatives and guiding teams through transformation.
• Collaboration: Proven ability to work effectively with Sales, Product, Support, and Engineering teams.
• Tech Savvy: Comfortable learning new tools quickly and leveraging technology to improve efficiency.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to a comprehensive learning library covering legal tech trends, data analytics, and leadership skills.
• Opportunities to lead cross‑functional projects, positioning you for future leadership roles.
• Regular feedback loops and performance reviews that help you chart a clear career path.
• Participation in industry conferences, webinars, and speaking engagements to build your personal brand.

Work Environment & Culture

Our fully remote model empowers you to work from anywhere in North America, while still enjoying the camaraderie of a close‑knit team. We foster a culture of:

• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Innovation: A sandbox mentality that invites experimentation and rewards creative problem‑solving.
• Inclusivity: A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Well‑being: Flexible work hours, mental health resources, and wellness programs to support your overall health.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $120,000 per year, commensurate with experience.
• Variable Compensation: Performance‑based bonuses tied to client success metrics.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and family leave policies.
• Professional Development: Budget for conferences, courses, and certifications.
• Wellness Resources: Access to mental health apps, gym memberships, and wellness stipends.
• Equity: Potential for stock options as part of the long‑term incentive plan.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Ready to Join brighthush?

If you are passionate about transforming legal operations, thrive in a fast‑paced, data‑driven environment, and want to make a tangible impact on the way the world’s largest organizations manage legal spend, we want to hear from you. Apply today and become a key driver of success at brighthush.

Note: brighthush is the hiring employer. All employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by brighthush.