Senior Customer Success Manager – Remote (US) – Champion Client Success, Drive Product Innovation, Shape the Future of Legal Tech, Lead CS Strategy at brighthush

About brighthush

brighthush is on a bold mission: to democratize justice by transforming complex legal processes into simple, data‑driven experiences. Our cloud‑native platform empowers individuals, small businesses, and community organizations to navigate the court system with confidence, speed, and transparency. By marrying legal expertise with cutting‑edge technology, we’re not just building a product – we’re building a movement that redefines how people access and exercise their rights.

As a fast‑growing, mission‑driven company, brighthush thrives on curiosity, collaboration, and a relentless pursuit of excellence. We’re looking for a passionate Senior Customer Success Manager to join our fully remote, US‑based team and help shape the next chapter of our journey. If you’re excited by the prospect of turning customer feedback into product innovation, and you thrive in a dynamic, high‑impact environment, we want to hear from you.

Why This Role Matters

The Senior Customer Success Manager (CSM) is the linchpin between our customers and the product. You’ll be the voice that translates real‑world challenges into actionable insights for our engineering and product teams. Your work will directly influence customer satisfaction, retention, and the overall success of our platform. In this role, you’ll build processes, mentor junior team members, and create a culture of continuous improvement that keeps brighthush at the forefront of legal tech innovation.

Key Responsibilities

• Customer Advocacy: Serve as the primary advocate for our users across all touchpoints, ensuring their voices shape product roadmaps and feature prioritization.
• Process Design & Optimization: Architect end‑to‑end CS workflows, from onboarding to renewal, and continuously refine them to increase efficiency and customer delight.
• Issue Escalation & Resolution: Own the ticket lifecycle, triage open issues, and coordinate cross‑functional teams to resolve technical and service‑related problems swiftly.
• Onboarding & Training: Develop comprehensive onboarding programs and knowledge centers that empower customers to maximize platform value from day one.
• Team Leadership: Mentor and support a cohort of CS representatives (students), fostering a high‑performing, collaborative team culture.
• Data‑Driven Insights: Leverage CS metrics, NPS, CSAT, and usage analytics to identify trends, predict churn, and recommend proactive interventions.
• Product Feedback Loop: Collaborate with Product, Engineering, and Marketing to translate customer insights into feature enhancements and bug fixes.
• Tool & Process Innovation: Evaluate, implement, and optimize new CS tools (e.g., Zendesk, Gainsight, Intercom) to streamline workflows and improve data integrity.
• Stakeholder Communication: Prepare regular reports and dashboards for senior leadership, highlighting key performance indicators and strategic initiatives.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices in customer success and legal tech.

Essential Qualifications

• Minimum 3–5 years of B2C customer success or account management experience, preferably in SaaS or legal tech.
• Proven track record of building and scaling CS processes in a high‑growth environment.
• Hands‑on experience with CS tools such as Zendesk, Gainsight, Intercom, or similar platforms.
• Strong analytical skills: ability to interpret data, identify patterns, and translate findings into actionable strategies.
• Excellent written and verbal communication in English; additional languages are a plus.
• Demonstrated ability to manage multiple priorities, meet deadlines, and deliver results in a remote setting.
• High emotional intelligence and a genuine passion for delivering outstanding customer experiences.
• Self‑motivated, proactive, and comfortable working autonomously while collaborating cross‑functionally.

Preferred Qualifications

• Experience in the legal tech or fintech space, with a deep understanding of court systems and legal processes.
• Background in product management or project management, with a knack for translating customer needs into product requirements.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling sensitive information.
• Prior experience leading or mentoring junior CS staff or interns.
• Familiarity with agile development methodologies and working closely with engineering teams.
• Strong presentation skills and experience delivering insights to executive leadership.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for users and a relentless focus on solving their pain points.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Problem‑Solving: Creative and analytical approach to diagnosing issues and crafting solutions.
• Communication: Clear, concise, and persuasive communication across all stakeholder levels.
• Collaboration: Proven ability to work effectively with cross‑functional teams (Product, Engineering, Marketing, Sales).
• Adaptability: Comfortable navigating ambiguity, rapid change, and evolving priorities.
• Tech Savvy: Quick to learn new tools, platforms, and processes.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior CSM, you’ll have the chance to:

• Progress into senior CS leadership roles, such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and company direction.
• Participate in mentorship programs, both as a mentor and mentee, fostering a culture of continuous learning.
• Attend industry conferences, webinars, and workshops to stay ahead of legal tech trends.
• Access internal training resources, including courses on customer success best practices, data analytics, and leadership development.

Work Environment & Culture at brighthush

We’re a fully remote, distributed team that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a shared knowledge base.
• Collaboration: Cross‑functional teams that celebrate collective wins and learn from failures.
• Innovation: A safe space to experiment, iterate, and bring bold ideas to life.
• Diversity & Inclusion: A commitment to creating an inclusive environment where every voice is heard.
• Well‑being: Flexible schedules, mental health resources, and a focus on holistic employee wellness.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote CS roles in the US.
• Performance‑based bonuses tied to customer satisfaction, retention, and product adoption metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for relevant certifications or courses.
• Access to a virtual wellness program, including meditation, fitness, and mental health resources.

How to Apply

Ready to make a tangible impact on the future of justice? Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We’re excited to learn how your passion and expertise can help us empower millions of users worldwide.

Join brighthush Today

If you’re driven by purpose, thrive in a fast‑paced environment, and want to be part of a team that’s changing the world of legal access, this is the role for you. Bring your energy, curiosity, and commitment to excellence, and together we’ll build a brighter future for justice.