Senior eDiscovery Customer Success Manager – Driving Client Success, Adoption & Implementation Excellence in Advanced Legal Tech Platforms

About brighthush

At brighthush, we are redefining the future of legal technology. Our mission is to empower law firms, corporate legal departments, and government agencies with cutting‑edge eDiscovery solutions that streamline litigation support, enhance data security, and accelerate case resolution. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is at the forefront of the legal tech revolution.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re shaping the next generation of legal workflows. We offer:

• Impactful Work: Your expertise will directly influence how thousands of legal professionals manage, analyze, and produce data.
• Career Growth: Structured mentorship, leadership training, and a clear path to senior leadership roles.
• Innovation Culture: A collaborative environment where ideas are celebrated and experimentation is encouraged.
• Work-Life Balance: Fully remote, flexible hours, and a results‑oriented approach that respects your personal commitments.
• Competitive Compensation: Market‑aligned base salary, performance bonuses, equity options, and comprehensive benefits.

Position Overview

We are seeking an experienced Senior eDiscovery Customer Success Manager to lead our client success initiatives across the United States. In this role, you will act as the primary advocate for our customers, ensuring they achieve maximum value from our suite of eDiscovery platforms—including RelativityOne, Relativity Server, Everlaw, and Reveal. You will partner with cross‑functional teams to drive adoption, orchestrate complex implementations, and deliver exceptional post‑sales support.

Key Responsibilities

• Client Relationship Management: Serve as the trusted advisor for a portfolio of high‑profile clients, building deep relationships with legal teams, IT, and executive stakeholders.
• Adoption & Engagement: Develop and execute adoption strategies that increase platform usage, reduce churn, and elevate customer satisfaction scores.
• Implementation Leadership: Lead end‑to‑end implementation projects, coordinating with product, engineering, and professional services to deliver on time and within scope.
• Strategic Consulting: Provide actionable insights on data strategy, legal hold processes, and eDiscovery best practices, positioning brighthush as a thought leader.
• Root Cause Analysis (RCA): Conduct thorough investigations into customer issues, identify systemic root causes, and collaborate with product teams to implement long‑term fixes.
• Metrics & Reporting: Track key performance indicators (KPIs) such as Net Promoter Score (NPS), adoption rates, and renewal metrics; present findings to senior leadership.
• Team Collaboration: Mentor junior customer success associates, share best practices, and contribute to the continuous improvement of our CS processes.
• Market Intelligence: Stay abreast of industry trends, competitor offerings, and emerging technologies to inform product roadmaps and sales strategies.

Essential Qualifications

• Bachelor’s degree in Law, Computer Science, Business, or a related field; advanced degree (MBA, JD, or MS) preferred.
• Minimum of 5 years’ experience in eDiscovery, litigation support, customer success, consulting, or a related domain.
• Hands‑on experience with leading eDiscovery platforms: RelativityOne, Relativity Server, Everlaw, Reveal.
• Proven track record of managing complex client engagements and driving product adoption.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, capable of engaging stakeholders at all levels.
• Demonstrated ability to conduct Root Cause Analysis and implement process improvements.
• Self‑motivated, results‑driven, and comfortable working in a fast‑paced, remote environment.

Preferred Qualifications

• Experience in a SaaS or legal technology company.
• Knowledge of data privacy regulations (GDPR, CCPA) and compliance frameworks.
• Familiarity with legal hold, data preservation, and document review workflows.
• Experience leading cross‑functional teams and managing vendor relationships.
• Certification in Customer Success Management (CSM) or related disciplines.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional client experiences and building long‑term partnerships.
• Strategic Thinking: Ability to align customer goals with business objectives and product capabilities.
• Project Management: Proficiency in planning, executing, and monitoring complex projects.
• Technical Acumen: Comfortable navigating technical documentation, troubleshooting, and providing user training.
• Data‑Driven Decision Making: Skilled at interpreting metrics, identifying trends, and recommending improvements.
• Collaboration & Influence: Adept at working with sales, product, engineering, and support teams to achieve shared goals.
• Adaptability: Thrives in a dynamic environment with evolving priorities and technologies.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Internal knowledge‑sharing sessions and cross‑departmental projects.
• Clear promotion pathways from Customer Success Manager to Director of Customer Success, VP of Customer Experience, or other executive roles.
• Opportunity to influence product strategy and contribute to the roadmap based on customer feedback.

Work Environment & Culture

Our remote-first culture is built on trust, autonomy, and collaboration. You’ll enjoy:

• Flexible working hours that accommodate different time zones.
• Regular virtual team gatherings, hackathons, and social events.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.
• Transparent communication from leadership and a flat organizational structure.
• Access to cutting‑edge tools and resources to support your day‑to‑day work.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to customer satisfaction and adoption metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for relevant certifications.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to take the next step in your career and make a tangible impact in the legal tech space? Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

We’re Excited to Meet You!

At brighthush, we believe that the best solutions are built by people who are passionate, curious, and dedicated to excellence. If you’re a seasoned eDiscovery professional who thrives on solving complex problems, driving customer success, and collaborating across disciplines, we want to hear from you. Join us and help shape the future of legal technology—one client success story at a time.