Senior Lead Customer Success Manager – B2B SaaS, AI Adoption & Enterprise Client Engagement

About brighthush

At brighthush, we’re redefining the way in‑house legal teams harness technology. Our AI‑enabled intelligence platform empowers legal professionals to streamline workflows, uncover insights, and make data‑driven decisions faster than ever before. We’re a fast‑growing, customer‑centric SaaS company that blends cutting‑edge artificial intelligence with deep industry expertise to solve the most complex legal challenges. Our mission is simple: make legal work smarter, faster, and more collaborative.

As a global leader in legal technology, brighthush serves a diverse portfolio of mid‑market and enterprise clients across finance, healthcare, technology, and consumer goods. Our solutions are trusted by thousands of legal teams worldwide, and we’re committed to delivering exceptional value through relentless innovation, unparalleled customer support, and a culture that celebrates curiosity, collaboration, and continuous learning.

Role Overview

We’re looking for a seasoned Lead Customer Success Manager to become the strategic partner for our most valuable enterprise customers. In this role, you will own the end‑to‑end customer journey, ensuring that every client not only adopts but fully realizes the ROI of our AI‑powered platform. You will work closely with sales, product, and engineering to translate customer feedback into actionable product enhancements, while building a high‑performance customer success team that exemplifies excellence in service and advocacy.

As a senior leader, you will influence the direction of our customer success organization, champion a culture of continuous improvement, and drive measurable outcomes such as adoption rates, renewal revenue, and net promoter scores. If you thrive in a fast‑paced, data‑driven environment and have a passion for turning complex technology into tangible business value, we want to hear from you.

Key Responsibilities

• Customer Adoption & Engagement: Design and execute comprehensive adoption roadmaps for mid‑market and enterprise accounts, ensuring that users fully leverage AI features, workflow automation, and analytics capabilities.
• Health Scoring & Risk Management: Develop and maintain sophisticated health scoring models that predict churn risk, identify upsell opportunities, and surface actionable insights for proactive engagement.
• Education & Enablement: Create and deliver targeted training programs, webinars, and knowledge base content that demystify AI concepts and empower legal teams to become power users.
• Playbook Development: Build reusable playbooks, best‑practice guides, and case studies that standardize success processes across the organization and accelerate onboarding.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating user needs into product roadmap priorities and ensuring that the customer perspective is embedded in every decision.
• Team Leadership & Coaching: Recruit, mentor, and develop a high‑performing customer success team, fostering a culture of ownership, accountability, and continuous improvement.
• Metrics & Reporting: Own the end‑to‑end reporting of key performance indicators (KPIs) such as adoption rates, renewal rates, expansion revenue, and customer satisfaction scores.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align on go‑to‑market strategies, product launches, and customer feedback loops.
• Strategic Account Management: Act as the senior point of contact for C‑suite and executive stakeholders, building trust and ensuring that our solutions deliver measurable business outcomes.

Essential Qualifications

• 5–10 years of progressive experience in customer success, account management, or a similar B2B SaaS customer‑facing role.
• Proven track record managing mid‑market or enterprise accounts, with a deep understanding of the legal technology landscape.
• Experience designing and executing adoption programs that drive product usage and customer satisfaction.
• Strong analytical skills, with the ability to build and interpret health scoring models and derive actionable insights.
• Excellent communication skills, capable of explaining complex AI concepts to non‑technical stakeholders.
• Demonstrated ability to lead and develop high‑performing teams in a remote or hybrid environment.
• Proficiency with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems (e.g., Salesforce).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the legal technology or compliance sector, with a deep understanding of in‑house legal operations.
• Background in AI or machine learning, including hands‑on experience with natural language processing or predictive analytics.
• Knowledge of contract lifecycle management (CLM) solutions and their integration with AI platforms.
• Experience building and scaling customer success teams in a high‑growth SaaS company.
• Certifications in customer success (CSM, CSPO) or related fields.
• Track record of driving revenue expansion through upsells, cross‑sell, and renewal initiatives.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and develop long‑term success plans.
• Data‑Driven Decision Making: Comfortable working with large datasets, deriving insights, and translating them into actionable strategies.
• Customer Advocacy: Passionate about championing the customer’s voice and ensuring their success drives product evolution.
• Leadership & Coaching: Skilled at motivating teams, providing constructive feedback, and fostering a culture of continuous learning.
• Change Management: Experienced in guiding organizations through technology adoption and process transformation.
• Communication & Storytelling: Ability to craft compelling narratives that resonate with both technical and non‑technical audiences.
• Project Management: Strong organizational skills, with the ability to manage multiple initiatives simultaneously.

Tools & Technologies

• Customer Success Platforms: Gainsight, Totango, ChurnZero, or equivalent.
• CRM: Salesforce, HubSpot, or similar.
• Analytics & BI: Tableau, Power BI, Looker, or equivalent.
• Knowledge Management: Confluence, Notion, or similar.
• AI & Machine Learning: Familiarity with GPT‑style models, NLP pipelines, and predictive analytics tools.
• Contract Lifecycle Management (CLM): Ironclad, DocuSign CLM, or comparable solutions.

Career Growth & Learning

At brighthush, we believe that professional growth is a partnership between the individual and the organization. As a Lead Customer Success Manager, you will:

• Lead the design and execution of a scalable customer success framework that can be replicated across new markets.
• Collaborate with product leadership to influence the roadmap based on real‑world customer insights.
• Mentor junior team members, helping them develop the skills needed to become future leaders.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access to continuous learning resources, including industry conferences, certification programs, and internal knowledge sharing.
• Opportunity to transition into senior leadership roles such as VP of Customer Success or Chief Customer Officer.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels and regular all‑hands meetings keep everyone aligned.
• Inclusivity: We celebrate diverse perspectives and foster an environment where every voice is heard.
• Innovation: A culture that encourages experimentation, rapid iteration, and learning from failure.
• Work‑Life Balance: Flexible schedules, generous vacation policies, and a focus on mental well‑being.
• Community: Regular virtual team‑building events, hackathons, and cross‑functional workshops.

Compensation & Benefits

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

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer success metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

If you’re ready to lead the next wave of customer success at a cutting‑edge legal technology company, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply at brighthush

Closing Statement

At brighthush, we’re not just building software; we’re transforming the way legal teams operate. As our Lead Customer Success Manager, you will be at the forefront of that transformation, ensuring our clients achieve unprecedented success with our AI‑powered solutions. If you’re a strategic thinker, a data‑driven leader, and a passionate advocate for customer success, we invite you to bring your expertise to brighthush and help shape the future of legal technology.