Senior Manager, Customer Success Enablement – Driving Sustainable Growth, Retention, and Client Success in a Cutting‑Edge AI‑Powered SaaS Ecosystem at brighthush

About brighthush

brighthush is more than a legal AI platform; it is a global movement dedicated to reshaping the legal profession through intelligence, speed, and security. By harnessing cutting‑edge artificial intelligence, we empower law firms and legal professionals worldwide to streamline research, automate routine tasks, and deliver higher‑value services to their clients. Our mission is simple yet profound: transform the legal experience by enhancing the lives of legal professionals while expanding access to justice. With a global footprint that spans continents and a culture that thrives on curiosity, data, and genuine collaboration, brighthush is poised to redefine the future of legal services.

Why This Role Matters

In the fast‑evolving world of legal technology, customer success is the linchpin that turns early adopters into long‑term advocates. As the Senior Manager of Customer Success Enablement, you will be the strategic architect behind the success of our customers. You will lead a dedicated team of enablement specialists who partner with Customer Success, Support, and Launch teams to deliver world‑class onboarding, adoption, expansion, and retention programs. Your influence will shape the conversations that drive revenue, deepen customer relationships, and elevate the overall customer experience. This role is not just about managing processes; it’s about creating a culture of continuous learning, data‑driven improvement, and relentless focus on customer value.

Key Responsibilities

• Build and Lead a High‑Performing Enablement Team – Recruit, coach, and develop a group of Field Enablement partners who act as trusted advisors to Customer Success, Support, and Launch teams. Foster a culture of continuous learning, peer coaching, and data‑driven improvement.
• Own CS Outcomes – Define, track, and report on key performance indicators such as expansion ARR, multi‑product attachment, retention rates, and time‑to‑ramp for new Customer Success Managers. Translate these metrics into actionable insights for leadership.
• Design Manager Coaching Programs – Create and run a coaching curriculum that empowers CS managers to embed enablement principles into daily customer interactions. Include role‑play, real‑time feedback loops, and post‑call debriefs.
• Establish Review Rhythm – Implement a systematic review cadence on CS calls to surface coaching themes, objection patterns, and content gaps. Leverage AI‑assisted transcription and sentiment analysis to surface trends.
• Align OKRs and Reporting – Set and monitor OKR‑tied performance metrics that link enablement investment to retention, expansion, and productivity. Ensure alignment with broader revenue and product goals.
• Develop AI‑Assisted Content – Lead the creation of AI‑generated playbooks, role‑play certifications, and real‑time expansion/retention conversation scripts. Validate content quality and relevance with field experts.
• Segment‑Specific Enablement – Tailor lifecycle and product enablement programs by customer segment and sales motion, moving beyond a one‑size‑fits‑all approach. Develop persona‑driven content and success playbooks.
• Cross‑Functional Collaboration – Partner with CS leadership, Product Marketing, Product, Revenue Operations, and Enablement Operations to align priorities and protect launch‑critical work. Act as the bridge between strategy and execution.
• Translate Launch Playbooks – Convert product launch playbooks into CS‑specific talk tracks for onboarding, adoption, upsell, cross‑sell, and multi‑product attachment. Ensure consistency across all customer touchpoints.
• Measure and Innovate – Continuously assess KPIs to evaluate the value of CS enablement programs and recommend innovative solutions as the business evolves. Champion experimentation and rapid iteration.
• Champion Thought Leadership – Represent brighthush at industry conferences, webinars, and internal knowledge‑sharing sessions. Publish whitepapers and case studies that showcase the impact of enablement on customer success.
• Mentor Emerging Leaders – Identify high‑potential team members and create individualized development plans that prepare them for future leadership roles within the organization.

Essential Qualifications

• 5+ years of experience in Customer Success, CS Enablement, or a related enablement discipline, with a proven track record of leading or managing a team.
• Deep understanding of the full customer lifecycle: onboarding, adoption, expansion, and retention.
• Demonstrated ability to tie enablement initiatives to measurable retention and expansion outcomes.
• Strong people‑leadership skills, with a passion for coaching and developing high‑performing teams.
• Excellent analytical, organizational, and communication skills.
• Proven project management experience, from conception through execution, and the ability to navigate ambiguity and change.
• Strategic thinking, conceptual clarity, and decisive leadership.
• Proficiency with generative AI tools (brighthush, brighthush, or similar) for content creation and coaching.
• Experience managing cross‑functional initiatives that span multiple business units.
• Strong stakeholder management skills, with the ability to influence senior leaders and drive consensus.

Preferred Qualifications & Bonus Skills

• Experience in the legal tech space or a comparable regulated industry.
• Background in enabling expansion, cross‑sell, or multi‑product attachment motions.
• Familiarity with brighthush, brighthush, and brighthush.
• Relevant Customer Success or Enablement certifications.
• Experience with AI‑driven analytics platforms and data visualization tools.
• Track record of publishing thought leadership pieces or speaking at industry events.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. You will:

• Lead a high‑impact function that directly influences revenue growth and customer satisfaction.
• Collaborate with senior leaders across Sales, Marketing, Product, and Operations, gaining exposure to the full spectrum of business strategy.
• Own a portfolio of measurable outcomes, sharpening your data‑driven decision‑making skills.
• Work with cutting‑edge AI tools to innovate enablement content and coaching methodologies.
• Participate in continuous learning programs, including leadership development, AI literacy, and industry‑specific certifications.
• Enjoy a clear path to senior leadership roles within the Enablement and Revenue teams.
• Benefit from mentorship programs that pair you with seasoned executives across the organization.
• Have the opportunity to shape the future of customer success at a company that is redefining legal technology.

Skills & Competencies

To thrive in this role, you will need a blend of technical acumen, strategic vision, and interpersonal finesse:

• Data‑Driven Decision Making – Ability to analyze complex datasets, derive actionable insights, and present findings to executive stakeholders.
• AI Integration Expertise – Comfortable leveraging generative AI to create, test, and refine enablement content at scale.
• Coaching & Mentoring – Proven track record of developing high‑performing teams through structured coaching, feedback, and career development plans.
• Cross‑Functional Leadership – Skilled at aligning diverse teams around shared objectives and navigating organizational politics.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a relentless focus on delivering measurable value.
• Project Management Excellence – Expertise in managing multiple concurrent initiatives with tight deadlines and limited resources.
• Communication Mastery – Exceptional written and verbal communication skills, with the ability to translate complex concepts into clear, actionable guidance.
• Adaptability & Resilience – Ability to thrive in a fast‑paced, high‑growth SaaS environment and pivot quickly when priorities shift.
• Strategic Vision – Capacity to see the big picture while managing day‑to‑day execution details.

Work Environment & Culture at brighthush

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. We believe that the best ideas come from diverse perspectives and that every team member should feel empowered to contribute. Our hybrid work model balances flexibility with in‑office collaboration, encouraging face‑to‑face connection while respecting personal work styles.

Key cultural pillars include:

• Human‑First AI – We leverage AI to enhance efficiency, but every decision is reviewed by a human to ensure empathy and fairness.
• Transparent communication across all levels.
• Commitment to work‑life balance, with flexible time off and a generous vacation policy.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• Inclusive hiring practices that celebrate authenticity and diversity.
• Continuous learning culture that encourages experimentation and rapid iteration.
• Recognition programs that celebrate milestones at 3, 5, 7, and 10 years.

Compensation & Benefits

Our Total Rewards Program is designed to attract, retain, and motivate top talent. While specific details may vary by region, you can expect:

• Competitive, equity‑aligned salary ranging from $165,600 to $248,400 USD, adjusted for geography and experience.
• Comprehensive health, dental, and vision coverage.
• Hybrid work environment with flexible office days.
• Generous paid time off, including a minimum of 20 days per year.
• Employee Assistance Program (EAP) for you and household members.
• 401(k) matching and child education savings plans.
• Recognition program celebrating milestones at 3, 5, 7, and 10 years.
• Professional development stipend and access to industry conferences.
• Wellness initiatives, including gym memberships and mental health resources.

Diversity, Inclusion, and Accessibility

brighthush is committed to fostering an environment where every individual feels included, valued, and empowered. We actively encourage candidates from all backgrounds to apply and provide accommodations throughout the recruitment process. Our goal is to build a workforce that reflects the communities we serve and drives innovation through varied perspectives.

Ready to Join brighthush?

If you are a visionary leader who thrives in a fast‑paced, high‑growth SaaS environment and is passionate about driving customer success through data‑driven enablement, we want to hear from you. Join brighthush and help shape the future of legal technology while advancing your career in a culture that values curiosity, collaboration, and continuous learning.

Apply now to become a pivotal part of our Revenue Enablement team and make a lasting impact on our customers and the legal industry.

How to Apply

To apply, please submit your resume and a cover letter that highlights:

• Your experience leading enablement or customer success teams.
• Specific examples of how you have used data and AI to improve customer outcomes.
• How you have fostered a culture of continuous learning and high performance.

Send your application to [email protected] and include “Senior Manager, Customer Success Enablement” in the subject line. We look forward to exploring how your expertise can help us accelerate growth and deliver exceptional value to our clients.