Senior Customer Success Manager – West Region – Driving Adoption, Retention, and Growth for Legal Tech Solutions at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers personal injury law firms with a next‑generation case‑management platform. With a portfolio of products that blend intelligent automation, data‑driven insights, and a user‑friendly interface, we help attorneys streamline workflows, reduce administrative overhead, and focus on what matters most: winning cases and serving clients. Our mission is to deliver intuitive, comprehensive legal practice‑management solutions that enhance efficiency and profitability for our customers. We are proud to serve thousands of firms and tens of thousands of users across the United States, and we are committed to fostering a culture of accountability, continuous learning, and collaborative innovation.

Why Join brighthush?

At brighthush, we believe that the success of our customers is the true measure of our impact. We don’t just sell software – we partner with our clients to build better workflows, train their teams, and ensure they fully leverage the platform they invest in. Our retention rates speak for themselves, and we attribute that success to a dedicated Customer Success team that owns the entire client lifecycle from onboarding to renewal. If you thrive on turning satisfied users into passionate advocates, this is the place for you.

Role Overview

As a Senior Customer Success Manager – West Region, you will be the primary advocate for a portfolio of law‑firm accounts. Your mandate is clear and powerful: own the customer relationship, drive adoption, renew confidently, and surface qualified expansion opportunities that arise from deep trust. You will operate within our POD (Product‑Owner‑Driven) model, freeing you from deal forecasting and transactional selling so you can focus on what you do best – making customers love brighthush.

Key Responsibilities

• Client Relationship Ownership – Serve as the single point of contact for your accounts, building strong, long‑term relationships with key stakeholders.
• Proactive Engagement – Conduct regular health reviews, usage audits, and training sessions to keep clients engaged and fully utilizing new features.
• Adoption & Activation – Identify adoption gaps early, develop action plans, and collaborate with Product and Engineering to accelerate feature uptake.
• Renewal & Expansion – Lead renewal conversations, negotiate contract terms, and identify upsell or cross‑sell opportunities that align with client goals.
• Qualified Lead Generation – Capture expansion or referral signals, route them to the appropriate sales or marketing teams, and ensure they are documented as real, qualified leads.
• Data‑Driven Insight – Leverage analytics dashboards to monitor health scores, churn risk, and usage patterns; present findings to internal stakeholders.
• Collaboration & Advocacy – Work closely with Product, Engineering, and Support to advocate for customer needs and influence roadmap decisions.
• Continuous Improvement – Contribute to the development of best practices, playbooks, and knowledge bases that elevate the entire Customer Success function.

Essential Qualifications

• 3+ years of experience in a Customer Success, Account Management, or Client Services role within a SaaS environment.
• Proven track record of driving product adoption, managing renewals, and generating upsell opportunities.
• Strong analytical mindset with the ability to interpret usage data and translate insights into actionable plans.
• Excellent communication skills – both written and verbal – with the ability to influence stakeholders at all levels.
• Experience working with cross‑functional teams (Product, Engineering, Sales, Support) to deliver customer value.
• Self‑motivated, highly organized, and comfortable managing multiple priorities in a fast‑paced, remote setting.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in legal technology or experience working with law‑firm clients.
• Experience with data‑driven customer success metrics and health‑score modeling.
• Knowledge of the broader legal tech ecosystem and emerging trends.
• Previous experience in a remote, distributed team environment.
• Certifications in Customer Success (CSM, CCS) or related fields.

Skills & Competencies

• Customer‑Centric Mindset – Passion for solving client problems and delivering measurable value.
• Strategic Thinking – Ability to see the big picture while managing day‑to‑day tasks.
• Data Literacy – Comfortable working with spreadsheets, dashboards, and analytics tools.
• Collaboration & Influence – Skilled at building consensus across departments.
• Adaptability – Thrive in a dynamic environment where priorities shift quickly.
• Problem‑Solving – Proactive in identifying issues and crafting creative solutions.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Success Manager, you will have access to:

• Mentorship from senior leaders in Customer Success, Product, and Sales.
• Regular training sessions on new product features, industry best practices, and soft‑skill development.
• Opportunities to lead cross‑functional projects, such as product launches or customer advocacy programs.
• Clear career pathways to roles such as Customer Success Director, VP of Customer Success, or Product Management.
• Annual performance reviews that align your growth goals with company objectives.

Work Environment & Culture

brighthush is a fully remote company that embraces flexibility, trust, and autonomy. Our team spans multiple time zones, and we rely on collaboration tools like Microsoft Teams, Slack, and Zoom to stay connected. We celebrate diversity, equity, and inclusion, and we foster an environment where every voice is heard. Our core values—Accountability, Continuous Learning, Teamwork, Innovation, Service, Integrity, and Inclusion—guide everything we do, from product development to client interactions.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior Customer Success roles.
• Performance‑based bonuses tied to client health, renewal rates, and expansion revenue.
• Comprehensive medical, dental, and vision coverage.
• Short‑term and long‑term disability insurance.
• Supplemental insurance options (e.g., life, critical illness).
• 401(k) retirement plan with company match.
• Flexible paid time off and paid parental leave.
• Employee Assistance Program and wellness resources.
• Continuous learning stipend for courses, certifications, and conferences.

How to Apply

Ready to make a real impact on the legal tech landscape? Submit your application through our careers portal or click the link below to join the brighthush team. We look forward to learning how your experience and passion can help us continue to deliver exceptional value to our clients.

Apply Now – brighthush Careers

Closing Statement

At brighthush, we don’t just build software; we build lasting partnerships. If you are a proactive, client‑focused professional who thrives on turning adoption into advocacy, we want to hear from you. Join us and help shape the future of legal practice management while advancing your own career in a culture that values growth, integrity, and collaboration.