Senior Director of Customer Success & Growth – Championing AI‑Powered Legal Tech Adoption, Retention, and Expansion at brighthush

About brighthush

brighthush is a trailblazer in the legal technology arena, redefining how personal injury law firms operate in the digital age. Since our founding in 2019, we have grown into a vibrant team of 501‑1000 professionals, headquartered in San Francisco, California, and serving clients across the United States. Our mission is clear: empower legal teams to focus on people, not paperwork, by delivering intelligent, data‑driven solutions that drive better outcomes for clients and their communities.

Why brighthush is a Game Changer

In an industry that has traditionally been slow to adopt technology, brighthush is blazing a new trail. By harnessing the power of artificial intelligence, we transform complex legal workflows into intuitive, automated processes that save time, reduce risk, and increase win rates. Our platform is not just a tool—it’s a partner that learns from every case, offering predictive insights that help attorneys make smarter decisions.

What sets us apart is our relentless focus on the people behind the technology. We believe that the best solutions are built by teams that understand the real challenges of legal professionals. That’s why we invest heavily in customer success, ensuring that every client not only adopts our platform but thrives with it.

Why Join brighthush?

At brighthush, we believe that the most powerful innovation comes from people who are empowered to do their best work. That’s why we’ve built a remote‑first culture that thrives on trust, autonomy, and shared impact. Whether you’re a seasoned leader or a rising star, you’ll find a supportive environment where your ideas are heard, your growth is accelerated, and your contributions directly shape the future of legal technology.

Role Overview

As the Senior Director of Customer Success & Growth, you will be the strategic driver behind our customer experience, ensuring that every client—whether a small‑to‑mid‑size firm or a large enterprise—achieves maximum value from our AI platform. You will build, scale, and mentor a high‑performance Customer Success Management (CSM) organization that delivers measurable results in adoption, retention, expansion, and advocacy.

Key Responsibilities

• Lead and Scale the CSM Organization – Oversee CSM managers and their teams across all customer segments (SMB, mid‑market, enterprise, and strategic accounts). Set quarterly Net Dollar Retention (NDR) and lead‑generation targets, ensuring alignment with overall business goals.
• Define and Execute Customer Success Strategies – Craft specific, data‑driven goals focused on end‑user activation, satisfaction, and retention. Translate these goals into actionable plans that systematically elevate team performance.
• Drive Product Adoption Through Process and Technology – Leverage automation, analytics, and AI‑powered insights to scale outbound motions, especially during rapid releases of new product features. Ensure that adoption metrics are tracked, reported, and optimized.
• Expand and Mature the CSM Function – Scale an existing function to support major product transitions over the past 6‑12 months. Implement best practices for onboarding, training, and cross‑functional collaboration.
• Recruit, Onboard, and Develop Talent – Build a high‑performance team by hiring top talent, designing robust onboarding programs, and setting clear performance expectations. Foster a culture of continuous learning and professional growth.
• Refine Lifecycle Playbooks – Experiment with and iterate on lifecycle playbooks to unlock value from existing subscriptions. Identify upsell and cross‑sell opportunities in partnership with Account Management.
• Collaborate Across Functions – Partner with Sales, Product, and Marketing leaders to align on customer outcomes, share insights, and drive continuous improvement. Translate customer feedback into product enhancements and marketing messaging.
• Champion Customer Advocacy – Develop and nurture a community of brand ambassadors who can share success stories, provide testimonials, and participate in case studies.
• Lead Thought Leadership and Community Building – Represent brighthush at industry events, webinars, and panels. Create content that showcases customer success stories and best practices.
• Measure and Communicate Impact – Own the reporting framework for all customer success metrics. Present insights to executive leadership and use data to drive strategic decisions.

Essential Qualifications

• 5+ years of progressive management experience in Customer Success or Technical Account Management.
• 2+ years in a second‑line management role, leading multiple teams and driving cross‑functional initiatives.
• Proven track record of scaling CSM operations across diverse segments, including tech‑touch SMB and strategic enterprise engagements.
• Deep understanding of SaaS product lifecycles, adoption curves, and engagement metrics in competitive markets.
• Exceptional communication and relationship‑building skills, with comfort in engaging senior executives both internally and externally.
• High integrity, a passion for creating meaningful impact, and a relentless focus on customer success.
• Experience managing budgets, forecasting, and resource allocation for a growing customer success organization.
• Strong project management skills, with the ability to juggle multiple initiatives and deliver results on time.

Preferred Qualifications

• Experience in the legal tech or professional services industry.
• Background in AI or data‑driven product platforms.
• Demonstrated ability to build and scale customer success metrics such as NDR, CSAT, and expansion revenue.
• Experience with customer success platforms (e.g., Gainsight, Totango, or similar) and CRM systems.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Python, or equivalent).
• Knowledge of the regulatory landscape affecting legal technology solutions.
• Experience leading remote or distributed teams across multiple time zones.

Skills & Competencies

• Strategic Vision – Ability to translate business objectives into actionable customer success strategies.
• Leadership & Coaching – Proven talent to inspire, mentor, and develop high‑performing teams.
• Data‑Driven Decision Making – Comfortable using metrics and analytics to guide decisions and measure impact.
• Customer‑Centric Mindset – Deep empathy for client needs and a commitment to delivering exceptional experiences.
• Cross‑Functional Collaboration – Skilled at building partnerships with Sales, Product, Marketing, and Engineering.
• Change Management – Experience leading teams through rapid product releases and organizational change.
• Communication Excellence – Ability to articulate complex ideas clearly to diverse audiences.
• Resilience & Adaptability – Thrive in a fast‑moving environment and navigate ambiguity with confidence.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As Senior Director of Customer Success, you will:

• Lead strategic initiatives that shape the future of our product roadmap.
• Collaborate with senior leadership on company‑wide strategy and vision.
• Mentor and develop the next generation of customer success leaders.
• Participate in industry conferences, webinars, and thought‑leadership panels.
• Access continuous learning resources, including certifications, workshops, and a generous learning stipend.
• Drive innovation by experimenting with new tools, processes, and customer engagement models.
• Earn recognition through brighthush’s internal awards and external industry accolades.

Work Environment & Culture

brighthush is a remote‑first organization that values:

• Trust – We empower our teams to make decisions and take ownership.
• Autonomy – Flexible schedules and the freedom to work from anywhere.
• Shared Impact – Every team member’s contribution directly influences our mission.
• Collaboration – Regular virtual town halls, cross‑functional workshops, and informal meet‑ups.
• Diversity & Inclusion – A culture that celebrates diverse perspectives and fosters belonging.
• Well‑Being – Resources for mental health, fitness, and work‑life balance.
• Innovation Culture – A safe space to experiment, fail fast, and iterate quickly.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for senior leadership roles.
• Performance‑based bonuses tied to customer success metrics.
• Meaningful equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• Additional coverage options for life, accident, and critical illness.
• Flexible paid time off, sick leave, and short‑term/long‑term disability.
• 10 U.S. holidays (plus statutory holidays for Canadian employees).
• Home office stipend to support a productive remote workspace.
• 401(k) (U.S.) or RRSP (Canada) retirement plans.
• Paid parental leave and support for new parents.
• Annual local in‑person meet‑ups for U.S. employees to foster community.
• Access to a curated library of books, courses, and industry reports.
• Regular team‑building retreats and wellness programs.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your application through our career portal or click the link below to explore this exciting opportunity.

Apply to this role at brighthush

Closing Thoughts

As Senior Director of Customer Success & Growth, you will be at the forefront of transforming how legal professionals harness AI to deliver justice more efficiently. If you are a visionary leader who thrives on building high‑impact teams, driving measurable outcomes, and championing customer advocacy, we invite you to join brighthush and help shape the future of legal technology.