Senior Principal Customer Success Manager – Enterprise Law Firm Portfolio Lead & Strategic Growth Champion – Driving Adoption, Retention, Expansion, and Innovation Across Global Legal Tech Ecosystems 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 deliver on promises.
• Facilitate knowledge transfer sessions, ensuring that insights from client engagements inform product enhancements and service improvements.
• Collaborate with Marketing to develop case studies, white papers, and thought‑leadership content that showcases client success stories.
• Coordinate with Finance to manage renewal negotiations, pricing strategies, and contract terms that reflect the value delivered.

Thought Leadership & Advocacy

• Represent brighthush at industry conferences, webinars, and roundtables, positioning the company as a leader in legal technology.
• Develop and deliver executive‑level presentations that articulate the ROI of brighthush solutions to senior stakeholders.
• Build a community of practice among enterprise law firms, fostering peer learning and best‑practice sharing.
• Identify emerging trends in legal tech and advise the product team on strategic opportunities for innovation.

Essential Qualifications

• 10+ years of experience in customer success, account management, or enterprise sales within the legal technology or SaaS industry.
• Proven track record of managing large, complex accounts with ARR exceeding $5 million.
• Deep understanding of enterprise law firm operations, practice‑area workflows, and regulatory compliance requirements.
• Strong analytical skills, with the ability to interpret usage data, health metrics, and financial KPIs to drive decision‑making.
• Exceptional communication and presentation skills, capable of engaging C‑suite executives and technical stakeholders alike.
• Demonstrated ability to lead cross‑functional initiatives and influence product strategy.
• Experience with CRM and CSAT tools (e.g., Salesforce, Gainsight, HubSpot) and data visualization platforms (e.g., Tableau, Power BI).

Preferred Qualifications

• Background in legal practice or a law firm environment.
• Experience with enterprise data migration, security compliance, or AI‑powered knowledge management solutions.
• Fluency in multiple languages, especially those relevant to global law firm clients.
• Advanced certifications in customer success (e.g., Certified Customer Success Manager) or project management (e.g., PMP, Prince2).

Skills & Competencies

• Strategic Thinking: Ability to align client objectives with long‑term business outcomes.
• Relationship Building: Proven skill in cultivating trust with senior leaders and technical teams.
• Project Management: Expertise in orchestrating complex, multi‑team projects with clear deliverables and timelines.
• Data‑Driven Decision Making: Proficiency in translating metrics into actionable insights.
• Change Management: Experience guiding organizations through technology adoption and process transformation.
• Influence & Negotiation: Ability to secure buy‑in and navigate competing priorities.
• Continuous Learning: Passion for staying current with legal tech trends, emerging technologies, and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey is as important as the impact you deliver. In this senior role, you will:

• Lead a high‑visibility portfolio that shapes the strategic direction of our enterprise customer success organization.
• Mentor junior success managers, fostering a culture of excellence and collaboration.
• Collaborate with product leadership to influence the roadmap, ensuring that the voice of enterprise law firms is front and center.
• Participate in executive‑level strategy sessions, gaining exposure to the company’s vision and growth plans.
• Access ongoing training, certifications, and industry conferences to keep your skills sharp and your knowledge cutting‑edge.

Work Environment & Company Culture

brighthush thrives on a culture that values curiosity, resilience, and impact. We offer a flexible, remote‑first work model that empowers you to balance professional excellence with personal well‑being. Our team is diverse, collaborative, and driven by a shared mission to make knowledge work for the legal profession. You will join a community that celebrates innovation, encourages experimentation, and rewards results.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, we offer a competitive base salary, performance‑based bonuses, and equity participation. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible holiday scheduling.
• Unlimited learning budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual team retreats and virtual social events to foster connection and camaraderie.

How to Apply

If you are a seasoned customer success leader with a passion for legal technology and a proven ability to drive adoption, retention, and expansion at scale, we want to hear from you. Join brighthush and help shape the future of legal knowledge work.

Ready to take the next step? Submit your application through our careers portal or connect with our recruiting team directly. We look forward to exploring how your expertise can elevate our enterprise law firm partners and accelerate brighthush’s growth.