Senior Director of Customer Success & Growth – Driving Client Advocacy and Innovation at brighthush

About brighthush

brighthush is a trailblazing SaaS company that is redefining how personal injury law firms manage their cases. With a portfolio of industry‑leading products—Neos, Needles, and TrialWorks—our platform empowers over 2,500 law firms and more than 40,000 attorneys across the United States to streamline workflows, enhance profitability, and deliver exceptional client outcomes. Backed by Ridge Road Partners and built on four decades of legal‑tech expertise, brighthush blends deep domain knowledge with a scrappy, entrepreneurial spirit. We’re not just a software vendor; we’re a partner that invests in our customers’ success and in the people who build our solutions.

Why brighthush?

• Remote‑First Culture: Work from anywhere—home, coffee shop, or your favorite corner of the world—while staying connected through Teams and a vibrant virtual community.
• Impact‑Driven Mission: Our vision is to provide the legal community with the best practice‑management software, enabling client advocacy from anywhere at any time.
• Growth & Innovation: Join a fast‑growing team that moves quickly, embraces experimentation, and rewards top performers with uncapped commissions and built‑in accelerators.
• Diversity & Inclusion: We champion an inclusive culture that values diverse perspectives and fosters belonging for all employees.
• Comprehensive Benefits: Competitive medical, dental, vision, disability, 401(k), flexible time off, paid parental leave, and an Employee Assistance Program.

Position Overview

As the Senior Director of Customer Success & Growth, you will lead brighthush’s customer success organization, ensuring that every client achieves maximum value from our platform. You will partner with Sales, Product, and Engineering to create a seamless customer journey, drive adoption, and unlock upsell opportunities. Your strategic vision, data‑driven mindset, and passion for client advocacy will shape the future of our customer experience and fuel sustainable revenue growth.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer success strategy that aligns with brighthush’s growth objectives and enhances client satisfaction across all lifecycle stages.
• Team Management: Build, mentor, and scale a high‑performing customer success team of managers, specialists, and analysts. Foster a culture of accountability, continuous learning, and collaboration.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating client feedback into product enhancements, support improvements, and service innovations.
• Lifecycle Management: Oversee onboarding, adoption, renewal, and expansion programs. Implement best practices for customer health scoring, churn mitigation, and upsell identification.
• Data & Analytics: Own the customer success metrics dashboard. Use data to forecast revenue, identify trends, and inform strategic decisions.
• Cross‑Functional Collaboration: Partner with Sales to align on account plans, with Product to prioritize feature requests, and with Engineering to resolve technical issues promptly.
• Process & Tool Optimization: Continuously refine workflows, knowledge bases, and automation to improve efficiency and scalability.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences. Publish whitepapers and case studies that showcase client success stories.
• Budget Management: Develop and manage the customer success budget, ensuring optimal allocation of resources to achieve KPIs.

Essential Qualifications

• 10+ years of experience in customer success, account management, or related roles within SaaS, preferably in legal tech or professional services.
• Proven track record of leading and scaling customer success teams in a high‑growth environment.
• Strong analytical skills with experience building dashboards, forecasting, and deriving insights from customer data.
• Exceptional communication and presentation skills—able to articulate complex ideas to executives, clients, and cross‑functional teams.
• Deep understanding of the legal industry’s pain points, especially in personal injury law, and how technology can solve them.
• Experience with CRM and CS tools such as Salesforce, Gainsight, Totango, or similar platforms.
• Demonstrated ability to drive revenue growth through upsell, cross‑sell, and renewal initiatives.
• Strategic thinker with a hands‑on approach to problem solving and a bias for action.

Preferred Qualifications

• Background in product management or engineering, providing a holistic view of the product lifecycle.
• Experience working with a remote, distributed team across multiple time zones.
• Knowledge of legal practice management software and familiarity with compliance and data security standards in the legal sector.
• Advanced certifications in Customer Success Management (CSM), Certified Customer Success Manager (CCSM), or similar.
• Fluency in multiple languages, enhancing support for a diverse client base.

Skills & Competencies

• Leadership & Team Development
• Strategic Planning & Execution
• Customer Relationship Management
• Data Analysis & KPI Management
• Cross‑Functional Collaboration
• Change Management & Process Improvement
• Conflict Resolution & Negotiation
• Tech Savvy – Comfortable with SaaS tools, APIs, and data integration.
• Empathy & Client‑Centric Mindset

Career Growth & Learning Opportunities

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

• Progress to VP of Customer Success or Chief Customer Officer roles, shaping company‑wide strategy.
• Lead cross‑departmental initiatives that influence product roadmaps, sales strategies, and marketing campaigns.
• Participate in executive leadership meetings, contributing to high‑level decision making.
• Access continuous learning resources, including industry conferences, workshops, and internal knowledge hubs.
• Mentor junior leaders, building a legacy of high‑performance teams and a culture of excellence.

Work Environment & Culture

brighthush thrives on a culture of accountability, curiosity, and collaboration. Our core values—Accountability, Continuous Learning, Team Thriving, Collaborative Innovation, Service Orientation, Integrity, and Diversity & Inclusion—guide every decision and interaction. We celebrate wins, learn from failures, and empower each team member to bring their authentic self to work.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and performance.
• Uncapped performance bonuses and commission structures.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance.
• Short‑term and long‑term disability coverage.
• 401(k) with company match.
• Flexible paid time off and paid parental leave.
• Employee Assistance Program and mental health resources.
• Professional development stipend and conference travel support.
• Remote work flexibility with optional on‑site retreats.

How to Apply

Ready to lead the next wave of customer success at brighthush? Submit your resume, a cover letter outlining your vision for customer advocacy, and any relevant portfolio or case studies that demonstrate your impact. We look forward to exploring how your expertise can help us empower law firms to achieve better outcomes for their clients.

Join brighthush and be part of a team that is shaking up a traditionally conservative industry, driving innovation, and delivering measurable value to our clients. Your leadership will shape the future of legal practice management and create lasting impact for attorneys and their clients worldwide.