Senior Director of Customer Success & Growth – Strategic Leadership, Client Advocacy, and Revenue Expansion for brighthush’s Legal‑Tech SaaS Platform

About brighthush

brighthush is a pioneering SaaS organization that is reshaping the way personal injury law firms manage their cases, client communications, and courtroom strategies. With a suite of best‑in‑class products—including Neos, Needles, and TrialWorks—brighthush powers more than 2,500 law firms and over 40,000 attorneys across the United States. Our platform streamlines case intake, automates workflow, and delivers actionable insights that boost profitability while improving client outcomes. Backed by Ridge Road Partners and built on four decades of legal‑technology expertise, brighthush blends deep domain knowledge with an entrepreneurial, scrappy spirit. We are not merely a software vendor; we are a strategic partner that invests in the success of our customers and the growth of the people who build our solutions.

Why Choose brighthush?

• Remote‑First Culture: Work from any location—your home office, a coffee shop, or a beachside bungalow—while staying connected through Teams, Slack, and a vibrant virtual community that celebrates wins and shares learning.
• Impact‑Driven Mission: Our vision is to equip the legal community with the most intuitive practice‑management software, enabling attorneys to advocate for their clients anytime, anywhere.
• Growth & Innovation Engine: Join a fast‑growing team that embraces rapid experimentation, data‑driven decision‑making, and rewards top performers with uncapped commissions, accelerators, and equity participation.
• Diversity & Inclusion Commitment: We champion an inclusive culture where diverse perspectives are not only welcomed but are essential to our product innovation and customer success.
• Comprehensive Benefits Package: Competitive medical, dental, vision, disability, 401(k) with match, flexible paid time off, parental leave, Employee Assistance Program, and a robust learning stipend.

Position Overview

As the Senior Director of Customer Success & Growth at brighthush, you will own the end‑to‑end customer journey—from first‑day onboarding through renewal, expansion, and advocacy. You will partner closely with Sales, Product, Engineering, and Marketing to design and execute a seamless experience that drives product adoption, reduces churn, and uncovers new revenue opportunities. Your strategic vision, data‑centric mindset, and passion for client advocacy will shape the future of brighthush’s customer experience and directly influence the company’s top‑line growth.

Key Responsibilities

• Strategic Leadership: Craft and implement a multi‑year customer success strategy that aligns with brighthush’s growth targets, enhances Net Promoter Score (NPS), and maximizes customer lifetime value (CLV).
• Team Building & Management: Recruit, mentor, and scale a high‑performing team of managers, success specialists, and data analysts. Foster a culture of accountability, continuous learning, and cross‑functional collaboration.
• Customer Advocacy & Voice of the Customer: Serve as the senior champion for client feedback, translating insights into product enhancements, support process improvements, and new service offerings.
• Lifecycle Management: Oversee onboarding, adoption, renewal, and expansion programs. Implement health‑scoring models, churn mitigation tactics, and systematic upsell identification.
• Data & Analytics Ownership: Build and maintain a real‑time customer success dashboard. Use predictive analytics to forecast revenue, identify at‑risk accounts, and guide strategic interventions.
• Cross‑Functional Collaboration: Align with Sales on account plans, partner with Product to prioritize feature requests, and work with Engineering to resolve technical issues swiftly.
• Process & Tool Optimization: Continuously refine workflows, knowledge bases, and automation layers to improve efficiency, scalability, and the overall customer experience.
• Thought Leadership & Market Presence: Represent brighthush at industry conferences, webinars, and podcasts. Publish whitepapers, case studies, and best‑practice guides that showcase client success stories.
• Financial Stewardship: Develop, monitor, and manage the customer success budget, ensuring optimal allocation of resources to meet key performance indicators (KPIs) and ROI targets.

Essential Qualifications

• 10+ years of progressive experience in customer success, account management, or related SaaS roles, preferably within legal‑tech, professional services, or complex enterprise environments.
• Demonstrated success in building and scaling high‑performing customer success teams in high‑growth, fast‑moving organizations.
• Advanced analytical capabilities, including experience designing dashboards, forecasting revenue, and extracting actionable insights from large data sets.
• Exceptional communication and presentation skills, with the ability to influence C‑level executives, legal professionals, and cross‑functional stakeholders.
• Deep understanding of the personal injury law landscape, including pain points around case intake, workflow automation, and client communication.
• Proficiency with CRM and CS platforms such as Salesforce, Gainsight, Totango, or comparable tools.
• Proven track record of driving revenue growth through upsell, cross‑sell, and renewal initiatives.
• Strategic thinker with a hands‑on execution style and a bias for action.

Preferred Qualifications

• Background in product management, engineering, or a technical discipline that provides a holistic view of the product lifecycle.
• Experience leading remote, distributed teams across multiple time zones.
• Familiarity with legal practice‑management software, compliance frameworks (e.g., ABA Model Rules, GDPR, CCPA), and data‑security standards specific to the legal sector.
• Advanced certifications such as Certified Customer Success Manager (CCSM), Customer Success Management (CSM), or equivalent.
• Fluency in multiple languages, enabling broader support for a diverse, global client base.

Core Skills & Competencies

• Leadership & Team Development: Ability to inspire, coach, and retain top talent.
• Strategic Planning & Execution: Translate high‑level business goals into measurable customer success initiatives.
• Customer Relationship Management: Build trusted advisor relationships that drive loyalty and advocacy.
• Data Analysis & KPI Management: Leverage metrics such as NPS, churn rate, expansion revenue, and health scores to guide decisions.
• Cross‑Functional Collaboration: Seamlessly partner with Sales, Product, Engineering, and Marketing.
• Change Management & Process Improvement: Lead continuous improvement programs that increase efficiency and scale.
• Conflict Resolution & Negotiation: Navigate complex client issues with empathy and professionalism.
• Technical Savvy: Comfortable with SaaS ecosystems, APIs, data integration, and emerging tech trends.
• Empathy & Client‑Centric Mindset: Deeply understand client challenges and champion solutions that deliver real value.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the legal‑tech industry itself. As Senior Director of Customer Success & Growth, you will have clear pathways to senior leadership roles, including:

• Promotion to Vice President of Customer Success or Chief Customer Officer, where you will shape company‑wide strategy and influence board‑level decisions.
• Opportunities to lead cross‑departmental initiatives that directly impact product roadmaps, go‑to‑market strategies, and brand positioning.
• Regular participation in executive leadership meetings, providing a seat at the table for high‑impact decision making.
• Access to a robust learning ecosystem: industry conferences, certification programs, internal knowledge hubs, and a dedicated professional‑development stipend.
• Mentorship responsibilities that allow you to cultivate the next generation of customer‑success leaders, leaving a lasting legacy of excellence.

Work Environment & Culture at brighthush

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. The remote‑first model is supported by regular virtual coffee chats, quarterly in‑person retreats, and a suite of digital collaboration tools that keep the team connected, engaged, and aligned.

Compensation, Perks & Benefits

While exact figures are tailored to experience and market benchmarks, brighthush offers a competitive total‑rewards package designed to attract and retain top talent:

• Base salary commensurate with seniority and performance.
• Uncapped performance bonuses and commission structures tied to renewal, expansion, and overall customer health metrics.
• Equity options that allow you to share in the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Short‑term and long‑term disability coverage.
• 401(k) plan with generous company match.
• Flexible paid time off, unlimited vacation policy, and paid parental leave.
• Employee Assistance Program, mental‑health resources, and wellness stipend.
• Professional‑development budget for certifications, conferences, and continuous learning.
• Remote‑work flexibility with optional quarterly on‑site retreats to foster in‑person bonding.

How to Apply

If you are ready to lead the next wave of customer success at brighthush, we want to hear from you. Please submit your resume, a compelling cover letter that outlines your vision for customer advocacy, and any relevant portfolio items or case studies that demonstrate measurable impact. Our recruiting team will review your application promptly and reach out to schedule a conversation.

Join brighthush – Shape the Future of Legal Practice Management

At brighthush, you will be part of a team that is shaking up a traditionally conservative industry, driving innovation, and delivering measurable value to law firms and their clients worldwide. Your leadership will directly influence how attorneys manage cases, communicate with clients, and win outcomes. If you thrive in a fast‑paced, data‑driven environment and are passionate about turning complex challenges into elegant, technology‑enabled solutions, this is the role for you.