Senior Director of Customer Success – Strategic Leadership & Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers personal injury law firms with cutting‑edge case‑management solutions. With a mission to streamline workflows, enhance client communication, and drive measurable outcomes, brighthush has become the go‑to platform for legal professionals who demand reliability, scalability, and data‑driven insights. Our technology is trusted by thousands of attorneys across the United States, and our culture is built on innovation, collaboration, and a relentless focus on customer success.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, mission‑driven team that is reshaping the legal tech landscape. We champion a remote‑first work model that gives you the flexibility to thrive from anywhere in the United States, while still fostering a tight-knit community through virtual town halls, hackathons, and quarterly all‑hands meetings. Our leadership is committed to continuous learning—you’ll have access to industry conferences, internal knowledge‑sharing sessions, and a generous budget for professional development.

Position Overview

As the Senior Director of Customer Success at brighthush, you will be the strategic steward of our customer experience ecosystem. You will lead a dynamic team of Customer Success Managers (CSMs), Customer Success Operations specialists, and Customer Advocacy leads to ensure that every client not only adopts our platform but also achieves their business objectives. Your influence will shape product roadmap decisions, drive retention metrics, and elevate the overall value proposition of brighthush in the market.

Key Responsibilities

• Strategic Leadership: Define and execute a forward‑looking customer success strategy that aligns with brighthush’s growth goals and product vision.
• Team Management: Recruit, mentor, and develop a high‑performing customer success team; set clear OKRs, conduct regular performance reviews, and foster a culture of accountability and continuous improvement.
• Customer Retention & Expansion: Own the end‑to‑end customer journey, from onboarding to renewal; implement proactive engagement plans that reduce churn and identify upsell opportunities.
• Data‑Driven Decision Making: Build and maintain dashboards, KPIs, and predictive models to monitor health scores, usage patterns, and satisfaction metrics; translate insights into actionable initiatives.
• Cross‑Functional Collaboration: Partner with Product, Sales, Marketing, and Engineering to advocate for customer needs, influence feature prioritization, and ensure seamless handoffs.
• Process & Tool Optimization: Evaluate and refine customer success workflows, automation, and technology stack (including Microsoft Teams, Salesforce, Gainsight, and custom analytics tools) to increase efficiency and scalability.
• Thought Leadership: Represent brighthush at industry events, webinars, and client conferences; publish whitepapers and case studies that showcase customer success stories.
• Risk Management: Identify high‑risk accounts, develop mitigation plans, and coordinate with executive leadership to address escalations.
• Budget Oversight: Manage the customer success budget, forecast resource needs, and ensure cost‑effective allocation of tools and services.

Essential Qualifications

• Minimum 8–10 years of progressive experience in customer success, account management, or related roles within SaaS or high‑growth tech companies.
• Proven track record of building and scaling customer success teams, with measurable improvements in NPS, churn, and ARR.
• Strong analytical mindset: proficiency in SQL, Excel, and data visualization tools (Tableau, Power BI).
• Excellent communication skills—capable of articulating complex concepts to both technical and non‑technical audiences.
• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Deep understanding of the legal tech or professional services industry is highly desirable.
• Bachelor’s degree in Business, Marketing, Computer Science, or related field; MBA or advanced certifications (CSM, CSPO) are a plus.

Preferred Qualifications

• Experience leading customer success in a remote‑first organization with a distributed workforce.
• Background in product management or customer advocacy, with a history of influencing product roadmaps.
• Familiarity with the regulatory environment of personal injury law and related compliance requirements.
• Multilingual capabilities, especially in Spanish or French, to support a diverse client base.
• Demonstrated success in executing large‑scale customer onboarding programs and enterprise‑level renewals.

Core Skills & Competencies

• Strategic Vision: Ability to translate business objectives into actionable customer success plans.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning customers into advocates.
• Data Literacy: Comfortable turning raw data into insights that drive decision making.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Collaboration: Strong interpersonal skills to work effectively across product, sales, marketing, and engineering.
• Change Management: Experience leading organizational change and process improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you will have the chance to:

• Shape the future of customer success at a rapidly scaling SaaS company.
• Lead cross‑functional initiatives that influence product development and go‑to‑market strategies.
• Mentor the next generation of customer success leaders through formal coaching programs.
• Attend global conferences, workshops, and training sessions—both virtual and in‑person.
• Earn industry certifications and pursue advanced degrees with company sponsorship.

Work Environment & Culture at brighthush

Our culture is built on four pillars:

• Innovation: We encourage experimentation, reward creative problem‑solving, and celebrate breakthrough ideas.
• Collaboration: Teams operate with transparency, open communication, and shared accountability.
• Inclusivity: We value diverse perspectives and foster an environment where everyone feels heard and respected.
• Well‑Being: Flexible schedules, mental health resources, and a supportive community help you maintain a healthy work‑life balance.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in SaaS.
• Performance‑based bonus structure tied to company and team metrics.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Retirement savings plan with company matching contributions.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Wellness stipend, mental health support, and access to virtual fitness classes.
• Annual professional development budget for conferences, courses, and certifications.

Ready to Make an Impact?

If you are a visionary leader who thrives on turning customer challenges into growth opportunities, brighthush invites you to join our mission to transform the legal tech landscape. As Senior Director of Customer Success, you will not only shape the experience of thousands of law firms but also drive the strategic direction of a company that values innovation, collaboration, and customer obsession. Bring your expertise, passion, and ambition—let’s build the future of customer success together.