Senior Executive Vice President of Customer Success & Enablement – AI‑Powered Growth & Retention Architect for Legal Technology Innovation, Client Experience Excellence, and Strategic Partnerships at brighthush

About brighthush

brighthush is a trailblazing, cloud‑native legal technology pioneer that empowers law firms, corporate legal departments, and compliance teams to streamline eDiscovery, document review, and case management. By harnessing advanced artificial intelligence and data‑driven insights, brighthush transforms complex legal workflows into intuitive, scalable solutions that deliver measurable value to clients worldwide. Our mission is to democratize legal technology, making it accessible, efficient, and cost‑effective for every organization that relies on the law to protect its interests.

Why brighthush?

In a rapidly evolving legal tech landscape, brighthush stands out for its commitment to innovation, customer obsession, and a culture that thrives on collaboration, continuous learning, and measurable impact. We are on a bold growth trajectory and are looking for a visionary leader to join our executive team as the Vice President of Customer Success & Enablement. This role is pivotal in shaping the customer experience, driving adoption of our AI‑powered platform, and ensuring that every client achieves lasting success with brighthush.

At brighthush, we believe technology should amplify human expertise, not replace it. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering outcomes for our customers. We invest heavily in professional development, encourage cross‑functional innovation, and celebrate every milestone—big or small—together.

We are a fully remote organization with a distributed workforce across the United States, offering flexibility, trust, and autonomy while fostering a strong sense of community through virtual town halls, team‑building events, and cross‑departmental hackathons. Our commitment to diversity, equity, and inclusion ensures that every voice is heard and valued.

Role Overview

As Vice President of Customer Success & Enablement, you will be the chief architect of the customer journey at brighthush. You will own the entire lifecycle—from onboarding to renewal—ensuring that our AI‑driven platform delivers tangible ROI and drives long‑term loyalty. Your strategic vision will align customer success initiatives with brighthush’s growth engine, creating a seamless, data‑driven experience that sets new industry standards.

What You’ll Do

• Customer Value Leadership: Own the end‑to‑end customer journey, from onboarding to renewal, ensuring that every touchpoint delivers tangible ROI and drives long‑term loyalty.
• Client Advisory Board Stewardship: Lead and grow a high‑impact advisory board of C‑suite clients, gathering strategic insights that inform product roadmap, pricing, and service enhancements.
• Technology Strategy & Enablement: Define and execute the CS technology stack, including the adoption of AI tools, analytics platforms, and automation workflows that elevate the customer experience.
• Team Building & Leadership: Recruit, mentor, and scale a world‑class Customer Success organization, fostering a culture of ownership, data‑driven decision making, and continuous improvement.
• Revenue Growth & Retention: Partner with Sales, Marketing, and Product to identify upsell, cross‑sell, and expansion opportunities, driving a healthy renewal pipeline and reducing churn.
• Data & Analytics: Champion the use of CS metrics, dashboards, and predictive analytics to monitor health scores, forecast renewals, and surface proactive interventions.
• AI Adoption & Thought Leadership: Champion the integration of AI capabilities across the CS organization, positioning brighthush as a thought leader in AI‑enabled legal tech.
• Stakeholder Collaboration: Work closely with executive leadership to align CS initiatives with company strategy, ensuring that customer success is a core pillar of brighthush’s growth engine.

Key Responsibilities in Detail

• Strategic Customer Engagement: Design and implement a customer engagement framework that aligns with business objectives, ensuring that every client interaction is purposeful and value‑driven.
• Lifecycle Management: Oversee the full customer lifecycle, from initial discovery and onboarding to expansion and renewal, ensuring seamless transitions and consistent experience.
• Metrics & KPIs: Define, track, and report on key performance indicators such as NPS, CSAT, churn rate, expansion revenue, and time‑to‑value, using data to inform strategy and drive continuous improvement.
• Cross‑Functional Alignment: Collaborate with Product, Engineering, Sales, and Marketing to embed customer insights into product development, go‑to‑market strategies, and messaging.
• Process & Automation: Identify opportunities for process optimization and automation, leveraging AI and machine learning to streamline workflows, reduce manual effort, and increase scalability.
• Talent Development: Build a high‑performing CS team, focusing on hiring, coaching, and career development, while fostering a culture of accountability, learning, and innovation.
• Global Expansion: Scale customer success operations to support international growth, ensuring localized support, compliance, and cultural sensitivity.
• Thought Leadership: Represent brighthush at industry events, webinars, and conferences, sharing best practices and positioning the company as a leader in AI‑powered legal tech.

Essential Qualifications

• 7+ years of progressive experience in Customer Success, Account Management, or related roles within B2B SaaS or legal technology environments.
• 5+ years of people management, with a proven track record of building and scaling high‑performing teams.
• 2+ years of experience managing managers or directors, demonstrating the ability to coach senior leaders and drive organizational impact.
• Deep fluency in consumption‑based revenue models, including subscription, usage, and tiered pricing structures.
• Strong understanding of CS platforms and data analytics tools.
• Hands‑on experience with AI adoption in customer success, including the deployment of chatbots, predictive churn models, and automated health scoring.
• U.S. work authorization without sponsorship.
• Exceptional communication, negotiation, and stakeholder‑management skills.

Preferred Qualifications

• Experience in the legal tech industry or a closely related domain.
• Background in building customer success strategies for high‑growth SaaS companies.
• Proficiency with CRM systems and integration of CS tools with broader tech stacks.
• Track record of driving customer‑centric culture change and implementing scalable CS processes.
• Experience with global teams and multi‑regional customer bases.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making & Analytical Acumen
• Customer‑Obsessed Mindset with a focus on ROI
• Change Management & Process Optimization
• Cross‑Functional Collaboration (Sales, Product, Engineering, Marketing)
• Talent Development & Coaching
• Financial Acumen – P&L Management, Forecasting, and Budgeting
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Vice President of Customer Success & Enablement, you will:

• Lead a high‑visibility executive function that directly influences company strategy and revenue.
• Collaborate with the CEO, COO, and CTO to shape product direction and market positioning.
• Mentor senior leaders and cultivate a pipeline of future executives within the organization.
• Participate in industry conferences, webinars, and speaking engagements, positioning yourself as a thought leader.
• Access continuous learning resources, including leadership development programs, AI & machine learning workshops, and industry certifications.
• Drive innovation initiatives that cross‑cut the entire organization, amplifying your impact beyond the CS function.

Work Environment & Culture

brighthush is a fully remote organization with a distributed workforce across the United States. We value flexibility, trust, and autonomy while fostering a strong sense of community through:

• Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
• Transparent communication channels and an open‑door policy with senior leadership.
• A culture that celebrates experimentation, learning from failure, and celebrating successes.
• Commitment to diversity, equity, and inclusion, ensuring that every voice is heard.
• Access to cutting‑edge collaboration tools that enable seamless remote work.

Compensation & Benefits

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 industry benchmarks.
• Performance‑based equity and bonus opportunities tied to company and individual metrics.
• Generous paid time off (PTO) and a flexible vacation policy.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Wellness stipend, mental health resources, and employee assistance programs.
• Professional development budget for conferences, courses, and certifications.
• Access to cutting‑edge tools and technologies to support your work.
• Remote‑friendly stipend to optimize your home office setup.

How to Apply

Ready to shape the future of customer success in the legal tech space? Submit your resume and a cover letter outlining your vision for customer success at brighthush. We are excited to explore how your expertise can help us deliver unparalleled value to our clients and accelerate our growth.

Join brighthush and become part of a mission‑driven team that is redefining the intersection of law and technology. Together, we will build a future where every client’s success is our shared triumph.