Senior Principal Customer Success Leader – Strategic Partnerships with Large Law Firms & Enterprise SaaS Adoption at brighthush

About brighthush

brighthush is a global pioneer in secure, cloud‑enabled platforms that transform how professional services firms capture, organize, and leverage their knowledge assets. By delivering a unified, AI‑enhanced environment, brighthush enables law firms, consulting practices, and other knowledge‑intensive organizations to turn decades of expertise into actionable insight, faster decision‑making, and measurable revenue growth. Our client base spans Fortune‑500 enterprises, multinational law firms, and boutique practices that rely on brighthush to protect confidential data while unlocking collaboration across borders. As a purpose‑driven technology leader, brighthush invests heavily in innovation, employee development, and a culture that celebrates curiosity, integrity, and impact.

Role Overview

We are seeking a seasoned, visionary leader to join our high‑performing Customer Success organization as the Senior Principal Customer Success Leader – Large Law Firm Partnerships & Enterprise SaaS Success. In this fully remote, globally‑distributed role, you will act as the strategic advisor and trusted business partner for our most valuable enterprise clients—large law firms with complex, multi‑jurisdictional operations. Your primary mission is to ensure these firms achieve and exceed their business objectives through the comprehensive adoption of brighthush’s suite of solutions, driving long‑term retention, expansion, and advocacy.

While you will collaborate daily with cross‑functional teams across North America, Europe, and APAC, you will also travel periodically to regional hubs for in‑person strategy workshops, executive briefings, and team‑building events. This hybrid approach ensures you maintain deep relationships, stay attuned to market dynamics, and champion the voice of the customer within brighthush.

Key Responsibilities

Strategic Account Leadership

• Own the end‑to‑end success lifecycle for a portfolio of 8‑12 large law firm accounts, each generating $5M+ in annual recurring revenue.
• Develop and execute multi‑year success plans that align brighthush’s technology roadmap with each firm’s strategic priorities, such as knowledge‑management modernization, compliance, and client‑service excellence.
• Serve as the senior executive sponsor for the client, facilitating quarterly business reviews, ROI analyses, and executive steering committees.

Value Realization & Expansion

• Identify and quantify measurable business outcomes (e.g., reduction in document‑search time, increase in billable hours, compliance risk mitigation) and communicate these results to key stakeholders.
• Drive upsell and cross‑sell initiatives by uncovering unmet needs and positioning additional brighthush modules, professional services, and training programs.
• Collaborate with the Sales, Product, and Professional Services teams to design bespoke solutions that address firm‑specific challenges such as multi‑jurisdictional data residency, AI‑driven contract analytics, and secure collaboration.

Customer Advocacy & Relationship Management

• Build deep, trust‑based relationships with C‑suite leaders, practice group heads, and technology decision‑makers.
• Act as the voice of the customer in internal product road‑mapping sessions, ensuring that large‑firm requirements are prioritized and reflected in future releases.
• Facilitate peer‑to‑peer networking among brighthush’s law‑firm customers, fostering a community of practice that shares best practices and success stories.

Operational Excellence & Team Leadership

• Mentor and coach a team of Customer Success Managers and Specialists focused on the legal sector, establishing clear performance metrics and career development pathways.
• Implement data‑driven health scoring models, churn risk indicators, and proactive engagement cadences to maintain a Net Retention Rate above 120% for the assigned portfolio.
• Partner with the Customer Experience and Support teams to ensure seamless issue resolution and continuous improvement of the client journey.

Essential Qualifications

• Experience: Minimum 12 years of progressive customer success, account management, or consulting experience, with at least 6 years dedicated to large‑scale enterprise SaaS deployments in the legal or professional services industry.
• Domain Knowledge: Deep understanding of law‑firm operations, including matter management, billing structures, regulatory compliance (e.g., GDPR, HIPAA, ABA standards), and the unique challenges of multi‑office, multi‑jurisdictional firms.
• Strategic Thinking: Proven ability to design and execute multi‑year success plans that tie technology adoption to concrete business outcomes.
• Leadership: Demonstrated experience leading high‑performing, remote teams, with a track record of coaching, talent development, and driving a culture of accountability.
• Communication: Exceptional executive‑level presentation and storytelling skills, capable of influencing senior stakeholders and translating technical concepts into business value.
• Analytical Acumen: Proficiency with data‑analysis tools (e.g., Tableau, Power BI, Looker) to build health dashboards, ROI models, and predictive churn analytics.
• Education: Bachelor’s degree in Business, Law, Computer Science, or a related field; an MBA, JD, or advanced degree is highly preferred.

Preferred Qualifications

• Experience selling or supporting AI‑driven legal tech solutions such as contract analytics, e‑discovery, or knowledge‑graph platforms.
• Track record of delivering multi‑million‑dollar expansion revenue within a SaaS environment.
• Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight) or Project Management (PMP, PRINCE2).
• Fluency in multiple languages or experience working with international law firms across Europe, Asia‑Pacific, or the Middle East.
• Hands‑on familiarity with cloud security frameworks (ISO 27001, SOC 2) and data‑privacy regulations relevant to legal practice.

Core Skills & Competencies

• Relationship Building: Ability to cultivate long‑term partnerships based on trust, empathy, and a deep understanding of client business models.
• Solution Selling: Expertise in consultative selling techniques that uncover hidden needs and position brighthush’s platform as a strategic enabler.
• Change Management: Skilled at guiding large organizations through digital transformation, adoption hurdles, and cultural shifts.
• Data‑Driven Decision Making: Comfortable interpreting complex datasets to drive proactive engagement and demonstrate value.
• Collaboration: Strong cross‑functional partnership skills, working seamlessly with Product, Engineering, Marketing, and Legal teams.
• Adaptability: Thrive in a fast‑moving, remote environment, balancing strategic vision with day‑to‑day operational execution.

Career Development & Learning Opportunities

At brighthush, your growth is as important as the growth you drive for our clients. In this role you will:

• Gain exposure to the highest‑impact legal technology initiatives worldwide, positioning you as a thought leader in the legal‑tech ecosystem.
• Participate in a structured leadership development program that includes executive mentorship, advanced negotiation workshops, and strategic business analytics training.
• Access a generous education stipend for certifications, conferences (e.g., LegalTech, SaaStr), and continuous learning platforms.
• Have the opportunity to shape brighthush’s product roadmap directly, influencing features that will be adopted by the world’s leading law firms.
• Progress to senior leadership roles such as Director of Global Customer Success, VP of Strategic Accounts, or General Manager of the Legal Vertical.

Culture & Work Environment at brighthush

brighthush is built on a foundation of curiosity, collaboration, and impact. Our remote‑first model empowers employees to work from anywhere while staying connected through weekly virtual town halls, regional meet‑ups, and an inclusive digital community. We celebrate diversity of thought and background, believing that the best solutions emerge when different perspectives intersect.

Key cultural pillars include:

• Customer‑Centricity: Every decision is filtered through the lens of delivering measurable value to our clients.
• Innovation Mindset: We allocate 15% of each employee’s time for experimental projects, encouraging bold ideas that can become the next product breakthrough.
• Well‑Being: Comprehensive mental‑health resources, flexible work hours, and a “no‑meeting‑Friday” policy support work‑life harmony.
• Community Impact: brighthush partners with pro‑bono legal aid organizations, offering technology and expertise to improve access to justice.

Compensation, Perks & Benefits

We recognize that top talent deserves a competitive and holistic rewards package. While exact figures are tailored to experience and market benchmarks, successful candidates can expect:

• A base salary positioned in the upper quartile for senior customer success leadership roles.
• Performance‑driven annual bonus tied to retention, expansion, and client satisfaction metrics.
• Equity participation through stock options or RSUs, aligning your success with brighthush’s long‑term growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and a “sabbatical after five years” program.
• Home‑office stipend, high‑speed internet reimbursement, and optional co‑working space credits.
• Professional development budget, conference travel, and access to a curated library of industry resources.

Why Join brighthush?

Imagine shaping the future of legal knowledge management for the world’s most influential law firms while advancing your own career at a fast‑growing, purpose‑driven tech leader. At brighthush you will be part of a mission‑focused team that values your expertise, invests in your development, and celebrates the impact you create for clients and the broader community.

Ready to Make an Impact?

If you are a strategic, relationship‑focused leader with a passion for driving enterprise SaaS success in the legal sector, we want to hear from you. Apply today to join brighthush and become the catalyst that helps large law firms unlock the full power of their knowledge assets.