Senior Principal Customer Success Manager – Enterprise Law Firm Portfolio Lead & Strategic Growth Champion – Driving Adoption, Retention, Expansion, and Innovation for Global Legal Tech at brighthush
About brighthush
brighthush is a trailblazing SaaS platform that empowers legal professionals worldwide to unlock the full potential of their knowledge and content. Built on a cloud‑enabled, secure architecture, our solution manages billions of documents and petabytes of data, enabling teams to collaborate, innovate, and deliver exceptional client service. With thousands of law firms across 65+ countries relying on brighthush, we are redefining how the legal industry captures, curates, and consumes information. Our mission is simple yet ambitious: Make Knowledge Work™. We achieve this by continuously innovating, simplifying complex workflows, and cultivating a culture that celebrates curiosity, resilience, and impact.
Why This Role Matters
In a fast‑evolving legal landscape, enterprise law firms face unprecedented pressure to deliver value, maintain compliance, and stay ahead of technology trends. As the Senior Principal Customer Success Manager, you will be the linchpin that ensures our largest law firm customers realize maximum value from their investment in brighthush. You will partner with C‑suite executives, product leaders, and support teams to translate business objectives into measurable outcomes, driving retention, expansion, and advocacy. Your influence will shape the future of legal technology adoption and cement brighthush as the go‑to platform for enterprise law firms worldwide.
Key Responsibilities
Client Relationship Management
- Own day‑to‑day interactions with a portfolio of strategic law firm accounts, addressing feedback, product inquiries, and renewal risks.
- Establish a regular cadence of executive business calls, quarterly business reviews, and ad‑hoc workshops to surface insights and align on strategic priorities.
- Act as the trusted central point of contact, coordinating cross‑functional subject matter experts to deliver bespoke solutions.
- Champion the voice of the customer within brighthush, ensuring that product roadmaps reflect the needs of large law firms.
- Develop and maintain a deep understanding of each client’s business model, regulatory environment, and technology stack.
- Serve as the primary advocate for client success across all internal teams, ensuring resources are aligned to overcome adoption challenges.
Success Planning & Execution
- Design and execute comprehensive success plans that map client goals to product capabilities, milestones, and KPIs.
- Leverage health metrics, usage analytics, and qualitative feedback to validate outcomes and identify adoption blockers.
- Drive initiatives that increase product adoption, reduce churn, and unlock upsell opportunities.
- Lead cross‑functional projects that deliver tangible value, such as workflow automation pilots, data migration support, or security compliance workshops.
- Track and report on success metrics, providing transparent dashboards to both clients and internal stakeholders.
- Continuously refine success playbooks based on lessons learned and evolving client needs.
Cross‑Functional Collaboration
- Partner with Sales, Channel, Support, Product Management, and Professional Services to orchestrate seamless customer journeys.
- Advocate for client needs across internal teams, ensuring resources are aligned to Apply for this job