Senior Customer Success Manager – West Region – Driving Client Success & Growth in Legal Tech

About brighthush

brighthush is the powerhouse behind brighthush, the industry‑leading case management platform engineered specifically for personal injury law firms. With embedded intelligence that anticipates your case needs, brighthush has already earned the trust of over 1,100 firms and 15,000 users nationwide. Our roots stretch back more than 40 years in PI case management, and today we are a fast‑growing SaaS company that is reshaping how legal professionals manage their workflows, improve outcomes, and deliver exceptional client service.

Vision & Mission

Vision: To empower the legal community with the most intuitive, practice‑ready management software that enables client advocacy from anywhere, at any time.

Mission: To deliver comprehensive, user‑friendly legal practice solutions that boost efficiency, profitability, and client satisfaction for every customer.

Core Values

• Accountability: We own our decisions and actions, fostering transparency and constructive feedback.
• Continuous Learning: Growth and curiosity drive us forward.
• Team Collaboration: We value diverse perspectives and work respectfully together.
• Innovative Collaboration: We are adventurous, creative, and open‑minded in pursuit of breakthrough solutions.
• Service Orientation: Every role is dedicated to adding value for customers and colleagues alike.
• Integrity: We do the right thing, even when no one is watching.
• Diversity & Inclusion: We cultivate an inclusive culture that celebrates and leverages diversity.

Role Overview

As a Senior Customer Success Manager for the West Region, you will be the linchpin in ensuring our clients not only adopt but thrive with brighthush. Your mandate is clear: own the entire customer lifecycle from post‑onboarding through renewal, driving adoption, fostering deep relationships, and turning satisfied users into advocates and expansion opportunities. You will operate within our POD model, freeing you from sales forecasting and transactional selling so you can focus on creating genuine, lasting success for our customers.

Key Responsibilities

• Own a portfolio of law firm accounts, ensuring seamless onboarding, proactive outreach, and continuous engagement.
• Conduct regular health reviews and usage analyses to identify adoption gaps, potential churn risks, and opportunities for upsell or cross‑sell.
• Develop and execute tailored training plans that empower clients to leverage new features and maximize ROI.
• Serve as the primary point of contact for all customer inquiries, escalations, and feedback loops.
• Collaborate closely with Product, Engineering, and Marketing to relay customer insights and advocate for product enhancements.
• Identify and nurture qualified expansion or referral leads, routing them to the appropriate sales or partnership teams.
• Maintain accurate, up‑to‑date records in our CRM, ensuring visibility into customer health, engagement, and renewal timelines.
• Champion a culture of continuous improvement by sharing best practices, success stories, and lessons learned with the broader Customer Success organization.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role within SaaS or legal technology.
• Proven track record of managing a portfolio of enterprise clients, driving adoption, and achieving high renewal rates.
• Strong analytical mindset with the ability to interpret usage data, health scores, and customer feedback to inform action plans.
• Excellent communication skills—both written and verbal—across all stakeholder levels, including C‑suite executives.
• Demonstrated ability to build trust, influence, and negotiate with senior legal professionals.
• Experience working in a remote, distributed environment with a high degree of autonomy.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).

Preferred Qualifications

• Background in the legal industry, particularly personal injury law, or experience working with law firms.
• Experience with case management or practice‑management software.
• Knowledge of legal workflows, billing, and compliance requirements.
• Experience leading customer training sessions or workshops.
• Certifications in Customer Success Management (CSM) or related fields.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align customer goals with brighthush’s product roadmap.
• Problem Solving: Quick to diagnose issues and devise effective solutions.
• Relationship Building: Skilled at cultivating long‑term, trust‑based partnerships.
• Data‑Driven Decision Making: Comfortable using metrics to guide strategy and measure success.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Collaboration: Works seamlessly with cross‑functional teams to deliver customer value.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on product updates, industry trends, and customer success best practices.
• Opportunities to transition into Product Management, Sales Leadership, or Customer Experience Strategy roles.
• Conferences, webinars, and certifications to broaden your skill set.

Work Environment & Culture

brighthush is a fully remote company that values flexibility, autonomy, and results. Our team spans multiple time zones, and we connect through Microsoft Teams, Slack, and Zoom. We celebrate diversity, encourage open dialogue, and foster a culture where every voice matters. Expect a collaborative atmosphere where innovation is rewarded, and your ideas can shape the future of legal tech.

Compensation & Benefits

While specific figures vary by experience and location, we offer a competitive base salary complemented by performance‑based incentives. Our benefits package includes:

• Comprehensive medical, dental, and vision plans.
• Short‑term and long‑term disability coverage.
• Supplemental insurance options.
• 401(k) retirement plan with company match.
• Flexible paid time off and paid parental leave.
• Employee Assistance Program (EAP) for personal and professional support.
• Unlimited learning budget for courses, certifications, and conferences.

Equal Opportunity Statement

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.

How to Apply

Ready to make a tangible impact on the legal industry? Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush

Closing

At brighthush, we don’t just sell a product—we partner with our clients to build better workflows, train their teams, and ensure they truly benefit from the platform they invest in. If you are passionate about driving customer success, fostering deep relationships, and turning satisfied users into advocates, we want to hear from you. Join us and help shape the future of legal technology.