Senior Enterprise Customer Success Manager – Global Strategic Partner for High‑Value AI‑Powered LegalTech Clients, Driving Adoption, Retention, and Revenue Growth at brighthush

About brighthush and the Future of Legal Technology

brighthush is not just a software vendor; we are a catalyst for the next wave of legal innovation. By marrying advanced artificial intelligence with a user‑centric design philosophy, we empower lawyers, in‑house counsel, and solo practitioners to draft, review, and negotiate contracts at a pace and precision that were once unimaginable. Our platform acts as a trusted copilot, guiding legal professionals through every stage of the contract lifecycle, from initial drafting to final execution, and delivering insights that drive smarter decision‑making.

With a global footprint that spans over 4,000 law firms, corporate legal departments, and independent attorneys, brighthush has earned a reputation for transforming legal workflows, mitigating risk, and unlocking new levels of productivity. We are more than a tool; we are a partner that listens, adapts, and evolves with the legal market, ensuring that every client can focus on what they do best—delivering legal excellence.

Our mission is simple yet ambitious: make legal work smarter, not harder. We believe technology should amplify human expertise, not replace it. By listening closely to the challenges faced by the brightest legal minds, we build tools that fit seamlessly into their day‑to‑day processes. If you are passionate about leveraging technology to solve real‑world problems and thrive in a fast‑moving, high‑impact environment, brighthush is the place for you.

Role Overview

As a Senior Enterprise Customer Success Manager at brighthush, you will be the strategic partner for our largest, most complex clients. You’ll own the entire customer journey—from discovery and onboarding to adoption, expansion, and renewal—ensuring that every enterprise client realizes maximum value from our platform. Your work will directly influence revenue retention, customer satisfaction, and the long‑term success of both our clients and brighthush.

Key Responsibilities

• Portfolio Ownership – Manage a portfolio of high‑value enterprise accounts, maintaining a gross revenue retention (GRR) of 97%+ and driving expansion opportunities.
• Strategic Onboarding – Lead multi‑phase, cross‑functional onboarding projects that align timelines, deliverables, and milestones across client and internal teams.
• Discovery & Enablement – Conduct deep discovery sessions to understand each client’s legal workflows, business objectives, and pain points, then design tailored enablement plans.
• Stakeholder Management – Build and nurture relationships with senior legal leaders, IT, procurement, and executive sponsors, becoming the trusted advisor for all brighthush initiatives.
• Quarterly Business Reviews (QBRs) – Own the QBR process, presenting clear ROI, usage insights, and strategic recommendations that drive renewal and upsell.
• Data Stewardship – Maintain accurate, up‑to‑date records in brighthush (or equivalent CRM), ensuring data hygiene and actionable insights.
• Risk Management – Anticipate client needs, identify potential risks, and proactively resolve issues, escalating when necessary.
• Cross‑Functional Collaboration – Partner with product, engineering, and support teams to advocate for enterprise needs and influence product roadmap.
• Renewal & Expansion – Drive usage, demonstrate value, and identify champions within each organization to secure renewals and expansion revenue.
• Process Improvement – Continuously refine playbooks, processes, and tools to adapt to evolving enterprise client demands.
• Global Support – Coordinate with teams across time zones, including occasional meetings outside standard working hours, to support global customers.
• Ad Hoc Projects – Take on additional responsibilities and projects as needed to support the broader Customer Success organization.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or Consulting within a B2B SaaS environment.
• Proven track record managing complex enterprise accounts with multiple stakeholders.
• Experience leading structured onboarding projects and ensuring successful implementation.
• Exceptional communication skills, comfortable engaging with C‑level executives and legal professionals.
• Highly organized with strong project management capabilities; adept at juggling multiple priorities and meeting deadlines.
• Comfortable navigating change and ambiguity; thrives in a fast‑evolving environment.
• Strong analytical mindset; able to interpret usage data, uncover insights, and drive adoption.
• Proficiency with brighthush or similar CRM systems, with a commitment to maintaining clean, reliable data.
• Self‑starter with a proactive mindset and a strong sense of ownership.

Preferred Qualifications

• Background in LegalTech or experience working closely with legal teams.
• Familiarity with analytics tools such as brighthush and customer success platforms.
• Training in consultative sales methodologies.
• Prior involvement in building or refining customer success processes from the ground up.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate it into actionable plans.
• Relationship Building – Proven skill in cultivating long‑term partnerships with senior stakeholders.
• Data‑Driven Decision Making – Comfortable using metrics to guide strategy and measure success.
• Change Management – Expertise in guiding clients through transformation and adoption cycles.
• Communication Excellence – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration & Influence – Works effectively across product, engineering, sales, and support teams.
• Resilience & Adaptability – Thrives in a dynamic, fast‑paced environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Mentorship from senior leaders across product, engineering, and sales.
• Cross‑functional projects that expose you to new areas of the business.
• Regular learning sessions, workshops, and certifications focused on customer success, legal industry trends, and emerging AI technologies.
• Clear career pathways, from Senior CSM to Director of Customer Success, with the potential to transition into product or strategy roles.

Work Environment & Culture

brighthush is built on a foundation of autonomy, accountability, and outcome‑driven performance. We trust our team members to determine how best to achieve results, whether that means working remotely, setting flexible hours, or collaborating across time zones. Our culture is:

• Inclusive & Collaborative – We celebrate diverse perspectives and foster an environment where every voice is heard.
• High Impact – Your work directly influences the success of our clients and the growth of brighthush.
• Transparent – Open communication, regular feedback loops, and a data‑driven approach to decision‑making.
• Continuous Improvement – We encourage experimentation, learning from failures, and iterating on processes.

Compensation, Perks, and Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities, reflecting your impact on the business.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, including a flexible holiday schedule and extended parental leave.
• Monthly paid meals and a wellness allowance to support your well‑being.
• Access to mental health resources, with a $1,000 annual stipend for therapy or counseling.
• Professional development budget for conferences, courses, and certifications.
• Flexible work arrangements, including remote work and flexible hours.

How to Apply

Ready to make a tangible impact on the future of legal technology? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can help us empower legal teams worldwide.