Senior Remote eDiscovery Customer Success Manager – Client Onboarding, Implementation & Value Realization Specialist at brighthush
About brighthush
brighthush is a forward‑thinking technology partner that empowers legal teams worldwide to navigate the complexities of modern litigation. By combining cutting‑edge eDiscovery platforms, data‑driven analytics, and a culture of relentless curiosity, we help organizations unlock the full potential of their information assets. Our remote‑first model brings together top talent from across the United States, fostering flexibility, creativity, and a truly inclusive work environment.
Why Join brighthush?
At brighthush, you’ll be part of a high‑impact team that is shaping the future of legal technology. We champion continuous learning, provide access to the latest tools, and reward innovation with career‑advancing opportunities. Whether you’re a seasoned customer success professional or a rising star in the eDiscovery space, you’ll find a place where your expertise is celebrated and your ideas can drive real change.
Role Overview
As a Remote eDiscovery Customer Success Manager, you will serve as the trusted partner for our clients throughout their entire journey—from initial onboarding through ongoing adoption and value realization. You will collaborate closely with delivery, account, and product teams to ensure that every client achieves operational excellence, maximizes ROI, and remains a long‑term advocate for brighthush. This role blends strategic consulting, project management, and hands‑on training, requiring a blend of technical acumen, stakeholder engagement, and a passion for customer success.
Key Responsibilities
- Client Engagement & Relationship Building – Act as the primary point of contact during implementation and post‑implementation phases, cultivating trust with key stakeholders and ensuring alignment with client objectives.
- Implementation Strategy & Onboarding Readiness – Lead the development of customized onboarding plans, assess readiness, and coordinate cross‑functional resources to deliver a seamless transition.
- Workflow Consultation & Change Management – Analyze existing processes, recommend best‑practice workflows, and guide clients through change management to drive adoption and efficiency.
- Training & Enablement – Design and deliver engaging training programs, workshops, and executive briefings that empower users to become self‑sufficient.
- Post‑Implementation Success & Value Realization – Monitor adoption metrics, conduct quarterly business reviews (QBRs), and translate insights into actionable recommendations that enhance client outcomes.
- Documentation & Knowledge Management – Own the creation and maintenance of client‑facing playbooks, implementation guides, and best‑practice repositories.
- Reporting & Analytics – Partner with analysts to provide regular status updates, cost‑savings analyses, and adoption dashboards that inform strategic decisions.
- Voice of the Customer – Capture client feedback, advocate for their needs within brighthush, and influence product and service enhancements.
- Cross‑Functional Collaboration – Work with Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams to ensure consistent delivery and continuous improvement.
- Account Growth & Retention – Identify upsell opportunities, support account planning, and contribute to long‑term client health and retention strategies.
- Process Improvement & Standardization – Champion the adoption of standardized workflows, templates, and operational best practices across all client engagements.
Essential Qualifications
- Bachelor’s degree in a related field (Law, Business, Information Technology, or Communications).
- Minimum 5 years of experience in eDiscovery, litigation support, customer success, consulting, or implementation management.
- Proven track record of managing client‑facing relationships in a technology‑enabled services environment.
- Strong technical aptitude with hands‑on experience in eDiscovery platforms such as RelativityOne, Relativity Server, Everlaw, Reveal, or comparable solutions.
- Demonstrated ability to lead end‑to‑end implementations, drive adoption, and deliver measurable value to clients.
- Excellent communication, presentation, and stakeholder engagement skills.
- Strategic, consultative mindset with a customer‑first focus.
- Robust process improvement, workflow analysis, and documentation capabilities.
- Effective problem‑solving and critical‑thinking skills.
- Ability to manage competing priorities in complex client environments.
- Strong business acumen with a focus on value realization and client outcomes.
Preferred Qualifications
- Advanced degree (JD, Master’s, or equivalent) in a relevant discipline.
- Root Cause Analysis (RCA) certification or strong experience in RCA methodologies.
- Experience with data‑centric legal technology, AI‑driven review, or advanced analytics.
- Prior exposure to managed services or professional services delivery models.
- Knowledge of industry trends, emerging data types, and regulatory requirements.
Skills & Competencies
- Client‑centric communication and relationship management.
- Project management and execution in a remote, distributed environment.
- Analytical thinking and data‑driven decision making.
- Change management and adoption facilitation.
- Training design and facilitation for diverse audiences.
- Influence and collaboration across cross‑functional teams.
- Adaptability and resilience in fast‑paced, evolving contexts.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent through continuous learning and career development. As a Customer Success Manager, you will have access to:
- Structured mentorship programs with senior leaders.
- Regular training on the latest eDiscovery technologies and industry best practices.
- Opportunities to lead cross‑functional initiatives and shape product roadmaps.
- Clear advancement pathways to senior customer success, account management, or product leadership roles.
- Participation in industry conferences, webinars, and thought‑leadership panels.
Work Environment & Culture
brighthush is a fully remote organization that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Inclusive teamwork that transcends geographic boundaries.
- Transparent communication and open feedback loops.
- A focus on work‑life balance, with flexible scheduling and generous time‑off policies.
- Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
- Regular virtual team events, hackathons, and knowledge‑sharing sessions.
Compensation & Benefits
While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for remote eDiscovery Customer Success Managers.
- Performance‑based bonuses tied to client success metrics.
- Health, dental, and vision insurance for employees and their families.
- 401(k) plan with company match.
- Unlimited paid time off and flexible work arrangements.
- Professional development stipend and access to industry certifications.
- Employee wellness programs, including virtual fitness classes and mental health resources.
Ready to Make an Impact?
If you are a strategic, client‑focused professional with a passion for technology‑enabled legal services, we want to hear from you. Join brighthush and help shape the future of eDiscovery while advancing your career in a supportive, innovative environment.