Senior Strategic Customer Success Manager – Law Firm Partnerships, Revenue Growth & Expansion Leadership – Champion Client Success, Business Expansion, and Market Influence at brighthush

About brighthush

brighthush is more than a legal‑tech startup; it is a movement that is redefining how law firms, property‑management organizations, and corporate legal departments discover, engage, and pay for legal services. Founded in 2017, we engineered a cloud‑native platform that delivers transparent, efficient, and affordable legal and document‑delivery solutions to thousands of clients worldwide. Our mission is simple yet ambitious: make high‑quality legal support accessible to every firm, regardless of size or budget. As we prepare to double our business this year, we are expanding our team with passionate, commercially‑driven professionals who want to shape the future of legal services.

Location & Travel

Location: Remote (U.S. based) Travel: 20‑25% of the time for on‑site client visits, industry events, and internal collaboration meetings.

Why brighthush?

At brighthush, we believe the legal industry deserves the same level of innovation and customer experience that tech companies have embraced. Our platform is built on a foundation of data, automation, and a deep understanding of the unique challenges faced by law firms. By joining brighthush, you will be part of a team that is not only driving revenue growth but also democratizing access to legal expertise. You will work alongside product visionaries, data scientists, and industry thought leaders to create solutions that empower attorneys and their clients.

About the Role

We are seeking a seasoned Customer Success Manager who will own the retention and expansion of our law‑firm portfolio. This is a revenue‑accountable, high‑impact role that goes beyond support or onboarding. You will partner closely with Account Executives to transform new logos into long‑term, high‑value partnerships. Your focus will be on protecting existing revenue while uncovering and closing expansion opportunities across offices, attorneys, practice areas, and jurisdictions.

Key Responsibilities

• Portfolio Ownership: Manage a curated portfolio of law‑firm customers, ensuring high satisfaction, low churn, and continuous revenue growth.
• Expansion Strategy: Identify whitespace across firm structures—different offices, attorneys, practice areas, and geographic jurisdictions—and translate insights into actionable expansion plans.
• Executive Relationship Building: Cultivate multi‑threaded relationships with firm owners, managing partners, and operations leaders. Serve as the trusted advisor who understands each firm’s strategic goals.
• Strategic Business Reviews: Lead quarterly business reviews that highlight outcomes, ROI, and growth opportunities. Use data‑driven insights to demonstrate value and secure renewals.
• Risk Management: Monitor volume, revenue, and sentiment metrics to detect early signs of churn or dissatisfaction. Work with internal teams to address issues before they impact revenue.
• Pipeline & Forecasting: Maintain an evidence‑based expansion pipeline and accurate portfolio forecast. Coordinate escalations and ensure alignment across sales, product, and support teams.
• Revenue Protection & Growth: Treat customer success as a revenue‑growth function. Own commitments from start to finish, ensuring that every engagement contributes to the bottom line.
• Collaboration & Advocacy: Act as the voice of the customer within brighthush, feeding product and strategy teams with actionable insights that shape future features and services.
• Thought Leadership: Represent brighthush at industry conferences, webinars, and roundtables, positioning the company as a thought leader in legal‑tech innovation.
• Continuous Improvement: Analyze customer feedback, usage patterns, and market trends to propose enhancements to the platform and customer journey.

Essential Qualifications

• 5+ years of experience in Customer Success, Account Management, Sales, or a related commercial customer‑facing role.
• Proven track record of converting account insights into qualified, closed expansion revenue—beyond mere retention.
• Strong credibility with senior decision‑makers in law firms, including owners and managing partners.
• Comfortable with 20‑25% travel for on‑site visits, events, and internal meetings.
• Deep understanding of customer success as a revenue‑protection and growth function; ability to own commitments end‑to‑end.
• Exceptional communication skills—both written and verbal—across all levels of an organization.
• Proficiency in CRM and customer‑success platforms, with a data‑driven mindset.

Preferred Qualifications

• Experience working with law firms, legal technology, or usage‑based/consumption revenue models.
• Background in B2B SaaS, particularly in the legal or professional services sector.
• Familiarity with advanced analytics tools and the ability to translate data into strategic action.
• Experience leading cross‑functional initiatives that influence product roadmap and go‑to‑market strategy.
• Demonstrated ability to thrive in a fast‑paced, high‑growth environment with evolving priorities.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Relationship Management: Build trust with C‑suite executives and influence decision‑making.
• Data‑Driven Decision Making: Leverage metrics to guide expansion and risk mitigation.
• Project Management: Coordinate cross‑functional initiatives and deliver on commitments.
• Adaptability: Thrive in a fast‑paced, high‑growth environment with evolving priorities.
• Customer‑Centric Mindset: Put the client’s success at the core of every action.
• Leadership Presence: Inspire and guide internal teams and external partners alike.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Manager, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy, go‑to‑market plans, and customer‑centric innovation.
• Participate in mentorship programs, leadership workshops, and industry conferences.
• Access continuous learning resources, including online courses, certifications, and internal knowledge bases.
• Take ownership of high‑impact projects that directly influence the company’s growth trajectory.

Work Environment & Culture

brighthush is built on a foundation of collaboration, transparency, and purpose. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere while staying connected through weekly virtual huddles and quarterly in‑person retreats.
• Inclusive & Diverse: We celebrate diverse backgrounds and perspectives, fostering an environment where every voice matters.
• Innovation‑Driven: Constantly iterate on our platform and processes to deliver the best experience for our clients.
• Impact‑Focused: Every team member’s contribution directly influences the growth and success of our clients and the company.
• Community Engagement: We support pro‑bono initiatives and legal‑tech hackathons to give back to the legal community.
• Well‑Being & Balance: Flexible schedules, mental‑health resources, and a culture that values work‑life harmony.

Compensation & Benefits

• Base Salary: $130,000 – $150,000 (depending on experience)
• On‑Target Earnings (OTE): Competitive commission structure tied to expansion and retention metrics.
• Health & Wellness: Comprehensive medical, dental, vision, and disability insurance.
• Family & Life: Paid parental leave, paid holidays, and paid time off.
• Financial Security: 401(k) plan with company match.
• Work‑From‑Home Stipend: Monthly allowance to optimize your home office setup.
• Professional Development: Reimbursement for certifications, conferences, and training programs.
• Team Events: Quarterly virtual socials and annual in‑person retreats.
• Technology & Tools: Access to the latest hardware, software, and collaboration tools to support your success.

How to Apply

If you are a commercially minded, customer‑obsessed professional ready to drive revenue growth and build lasting relationships with law firms, we want to hear from you. Join brighthush and help us create a future where legal services are accessible, affordable, and efficient for every firm.

Ready to take the next step? Apply to this role today and become part of a high‑growth team that is changing the legal landscape.