Senior Program Manager – Customer Experience Leadership for Enterprise Legal Spend Solutions (Remote, US)

About brighthush

brighthush is a cutting‑edge legal spend management platform that empowers the world’s largest enterprises to achieve unprecedented transparency, efficiency, and control over their outside‑counsel spend. After a strategic merger with a leading professional services technology provider, brighthush now offers a complete, end‑to‑end solution that spans the entire legal spend lifecycle—from sourcing and onboarding external counsel to real‑time spend visibility, e‑billing, and automated payment processing. Our mission is to transform complex, high‑stakes legal operations into strategic partnerships that drive measurable business value.

Our Customer Experience organization is the engine that turns sophisticated, multi‑phase implementations into long‑lasting, high‑impact relationships. We move quickly, hold ourselves to the highest standards of excellence, and are deeply committed to the outcomes we deliver for our Fortune 100 and Fortune 500 clients.

The Role: Senior Program Manager, Customer Experience

As a Senior Program Manager at brighthush, you will be the single point of accountability for the end‑to‑end delivery of 2–4 concurrent, strategic programs that span multiple workstreams, legal teams, law‑firm partners, and internal stakeholders. You will own scope, schedule, governance, and risk while ensuring each program delivers on its promised value. This is a true player‑coach position: you will lead your own high‑visibility programs and simultaneously elevate the program‑management maturity of the entire Customer Experience team through coaching, playbook development, and process innovation.

Key Responsibilities

• Strategic Program Delivery: Own the full lifecycle of each program—from sales hand‑off through go‑live and transition to Customer Success—ensuring delivery against the Statement of Work (SOW) on time, on budget, and within scope.
• Program Governance & Executive Reporting: Facilitate steering committees, produce concise executive dashboards, and maintain transparent decision‑making and change‑control logs so every stakeholder knows what was agreed, when, and why.
• Risk & Issue Management: Proactively identify, assess, and mitigate risks and dependencies before they become blockers; keep risk and issue registers current and escalate appropriately.
• Technical Discovery & Integration Leadership: Partner with Solutions Architects and engineering teams to drive requirements gathering, system configuration, data migration, and integration with client e‑billing, accounts‑payable, and procurement platforms.
• Go‑Live Readiness & Cutover Management: Define clear go‑live criteria, oversee user‑acceptance testing (UAT) standards, and orchestrate cutover activities to ensure a seamless launch experience for the client.
• Scope Management & Change Control: Rigorously manage scope against the SOW, flag out‑of‑scope requests early, and collaborate with sales and legal teams to draft new SOWs for additional work.
• Adoption, Change Management & Value Realization: Design and execute adoption strategies that embed new processes, drive user engagement, and deliver quantifiable business outcomes beyond the project checklist.
• Stakeholder Collaboration: Build trusted relationships across client legal, procurement, finance, and IT functions, as well as with external consultants and vendors; channel insights back to brighthush’s Product and Engineering teams.
• Coaching & Process Enablement: Mentor Onboarding Managers through regular program reviews, share best‑practice frameworks, and author/playbook governance, risk, and reporting templates that scale across the organization.

Essential Qualifications

• 8+ years of client‑facing program or project management experience delivering enterprise SaaS implementations, including technical discovery, system integrations, and data migration.
• Demonstrated success in building or dramatically improving program‑management processes, governance structures, and delivery playbooks.
• Hands‑on experience working with Statements of Work, managing scope, and negotiating change orders with senior client stakeholders.
• Proven ability to run committee‑driven governance models and manage executive‑level stakeholders at Fortune 500 or comparable organizations.
• Exceptional communication skills—able to translate complex technical concepts into clear, actionable language for both technical and non‑technical audiences.
• Strong aptitude for coordinating cross‑functional teams across Product, Engineering, Sales, and Go‑to‑Market functions.
• Comfortable using modern program‑management tools (e.g., Smartsheet, Asana, Monday.com) and AI‑enhanced productivity platforms.
• U.S. work authorization with the ability to travel up to 20 % of the time for client site visits, steering committees, and go‑live events.

Preferred Experience & Certifications

• Background in legal technology, legal operations, or legal spend management.
• Professional certifications such as PMP, PgMP, PRINCE2, or equivalent (a plus, not required).
• Hands‑on experience with e‑billing, AP, or procurement systems (e.g., Coupa, SAP Ariba) especially within regulated industries like financial services.
• Track record of thriving in high‑growth SaaS environments where processes are evolving rapidly.
• Experience authoring governance playbooks, delivery templates, or enablement resources that are adopted organization‑wide.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing granular details.
• Leadership & Influence: Coach and inspire teams without direct line authority.
• Analytical Rigor: Use data to drive decisions, forecast risks, and measure program success.
• Negotiation & Conflict Resolution: Navigate competing priorities and push back when necessary.
• Technical Acumen: Comfortable discussing APIs, data schemas, and integration architectures.
• Customer‑Centric Mindset: Passion for delivering outcomes that matter to the client’s business.

Why Join brighthush?

At brighthush, you will be part of a purpose‑driven organization that is redefining how global enterprises manage legal spend. Our culture blends the agility of a high‑growth startup with the rigor of a mature enterprise, offering you the best of both worlds:

• Impactful Work: Directly influence multimillion‑dollar legal spend programs for some of the world’s most influential companies.
• Career Growth: Clear pathways to senior leadership roles, including Director of Program Management, Head of Customer Experience, or Product Strategy leadership.
• Learning & Development: Access to a robust learning budget, mentorship programs, and certifications (PMP, Agile, etc.).
• Collaborative Environment: Work alongside world‑class product engineers, legal‑tech innovators, and seasoned consultants across U.S. and European time zones.
• Flexibility & Remote‑First Culture: While we have a strong preference for candidates based in New York, the role is fully remote, allowing you to work from anywhere in the United States.
• Diverse & Inclusive Community: brighthush is committed to building a workforce that reflects the global customers we serve.

Compensation, Perks & Benefits

Base Salary: $142,500 – $150,000 USD per year, commensurate with experience and market benchmarks.

In addition to a competitive base, brighthush offers a comprehensive benefits package designed to support your health, wealth, and well‑being:

• Health & Wellness: Medical, dental, and vision coverage; wellness stipends; mental‑health resources.
• Retirement Savings: 401(k) plan with company match and optional IRA contributions.
• Paid Time Off: Generous vacation, sick leave, and public holidays; flexible PTO policy.
• Family Support: Paid parental leave for both maternity and paternity, as well as family‑care assistance.
• Professional Development: Tuition reimbursement, certification funding, and access to industry conferences.
• Technology & Home Office: Stipend for home‑office setup, high‑speed internet reimbursement, and the latest collaboration tools.
• AI‑Friendly Culture: We encourage the responsible use of AI tools like ChatGPT to enhance productivity, provided the final work reflects your own thinking.

Work Location, Travel & Authorization

This position is remote and open to U.S.-based candidates only, with a strong preference for those residing in or near New York. You will collaborate closely with colleagues in London and across multiple U.S. time zones. Expect up to 20 % travel for on‑site discovery workshops, steering committee meetings, and go‑live support.

Applicants must possess a current, valid work authorization for the United States. brighthush is unable to sponsor visas or work permits for this role.

How to Apply

If you are a seasoned program leader who thrives in fast‑paced, high‑impact environments and is eager to shape the future of legal spend management, we want to hear from you. Click the link below to submit your application and join the brighthush team.

Apply Now – Senior Program Manager, Customer Experience at brighthush

Closing Statement

At brighthush, your expertise will not only drive successful implementations but also influence the evolution of our platform and the broader legal‑tech ecosystem. Join us to lead transformative programs, mentor emerging talent, and leave a lasting imprint on the way the world’s biggest enterprises manage legal spend.