Strategic Customer Success Manager – Legal Operations & AI‑Driven LegalTech Solutions at brighthush

About brighthush

brighthush is at the forefront of the legal technology revolution, harnessing the power of artificial intelligence to transform how legal departments operate. Our flagship platform, LegalFiles, streamlines enterprise legal management, matter management, spend management, and contract lifecycle processes, turning manual, paper‑heavy workflows into intelligent, automated solutions that save time, reduce risk, and unlock strategic value. With a culture that prizes curiosity, collaboration, and continuous learning, brighthush empowers its teams to innovate, experiment, and deliver world‑class products to a global customer base.

Position Summary

We are seeking a seasoned Customer Success Manager with deep expertise in State, Local, and Education legal operations to champion the success of our LegalFiles customers. In this role, you will act as a trusted advisor, partnering with cross‑functional teams—Product, Engineering, Support, and Sales—to ensure that every client realizes maximum value from brighthush’s AI‑centric platform. Your legal operations background will enable you to diagnose pain points, align platform capabilities with strategic goals, and guide clients through technical conversations, workflow optimizations, and best‑practice adoption.

Why brighthush?

At brighthush, we believe that the future of legal is not just about technology—it’s about people. We invest heavily in professional development, mentorship programs, and a culture of open feedback. Our teams work in a flexible, hybrid environment that balances collaboration with autonomy, and we celebrate successes—both big and small—through regular recognition events, hackathons, and community outreach initiatives.

Key Responsibilities

• Build and nurture strategic relationships with LegalFiles customers, becoming the primary point of contact for high‑value accounts and ensuring a seamless, proactive experience.
• Translate legal ops pain points—such as billing challenges, matter management gaps, and workflow inefficiencies—into actionable technical solutions that drive measurable outcomes.
• Guide customers through the entire lifecycle of adoption: onboarding, configuration, integration, and continuous improvement, tailoring recommendations to each client’s maturity level and objectives.
• Escalate and resolve support issues by collaborating closely with Product, Engineering, and Support teams, driving root‑cause analysis and ensuring timely, satisfactory resolutions.
• Advocate for customers internally by identifying recurring themes, proposing product enhancements, and influencing the roadmap to better serve the legal community.
• Conduct regular business reviews—including Quarterly Business Reviews (QBRs), usage assessments, and roadmap discussions—to align platform usage with customer goals and forecast renewal and expansion opportunities.
• Document and share best practices—creating detailed workflow maps, integration guides, and technical playbooks that support continuity across internal teams and the broader customer community.
• Maintain a disciplined communication cadence—through advisory sessions, performance reviews, and proactive outreach—to keep stakeholders informed and engaged.

Essential Qualifications

• Minimum of 5 years in a Customer Success, Legal Operations, Vendor Management, or related customer‑facing role.
• Proven track record of supporting enterprise SaaS customers, preferably in B2B legal tech or enterprise software environments.
• Deep familiarity with legal ops processes, including eBilling platforms, matter management, legal billing, and outside counsel guidelines.
• Knowledge of audit practices and industry standards such as LEDES and UTBMS.
• Strong ability to engage both technical stakeholders and non‑technical legal ops users, advocating effectively for both.
• Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
• Excellent organizational and communication skills, with the ability to manage multiple complex engagements simultaneously.
• Comfort navigating APIs, cloud platforms, and custom integrations.
• Bonus: Familiarity with enterprise risk or GRC software platforms.

Preferred Qualifications

• Background in State, Local, or Education legal operations, providing a nuanced understanding of the unique challenges faced by public sector legal teams.
• Experience working with large, multi‑site organizations and managing cross‑regional teams.
• Demonstrated success in driving adoption metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and renewal rates.
• Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) to extract insights from usage metrics and inform strategy.
• Fluency in multiple languages is a plus, reflecting our global customer base.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture, anticipate future needs, and align customer goals with brighthush’s product vision.
• Technical Acumen – Comfortable with APIs, integrations, and cloud technologies; able to translate technical details into business value.
• Communication & Influence – Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Problem Solving – Strong analytical mindset, adept at diagnosing complex issues and crafting innovative solutions.
• Customer‑Centricity – Passion for delivering outstanding customer experiences and turning challenges into opportunities.
• Collaboration – Proven ability to work cross‑functionally, building strong partnerships with Product, Engineering, Sales, and Support.
• Adaptability – Thrives in a fast‑paced, evolving environment; embraces change and continuously seeks improvement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders across the organization.
• Access to a curated library of courses, certifications, and industry conferences—both in‑house and external.
• Regular knowledge‑sharing sessions, including “Lunch & Learn” webinars, hackathons, and cross‑team workshops.
• Clear career pathways within Customer Success, Product Management, and Technical Support, allowing you to pivot and grow based on your interests.
• Annual performance reviews that focus on skill development, goal setting, and career planning.

Work Environment & Culture

brighthush fosters a culture of transparency, inclusivity, and innovation. Our hybrid work model gives you the flexibility to work from home or our vibrant office spaces, depending on your preference. We celebrate diversity through employee resource groups, inclusive hiring practices, and community outreach initiatives. Every team member is encouraged to bring their authentic self to work, and we believe that diverse perspectives drive better products and stronger customer relationships.

Compensation & Benefits

While specific figures vary based on experience, location, and role, brighthush offers a competitive base salary complemented by an annual discretionary bonus tied to performance and company metrics. In addition, our comprehensive benefits package includes:

• Health Coverage – Three medical plan options, plus dental and vision, with HSA contributions for HDHP enrollees.
• Retirement Savings – 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Paid Time Off – Flexible PTO, 7 sick days, and 9 paid company holidays annually.
• Family & Parental Support – Generous paid leave for birth parents, non‑birth parents, caregivers, and coverage for surrogacy and adoption.
• Income Protection – 100% employer‑paid life and disability insurance.
• Additional Voluntary Benefits – Hospital indemnity, critical illness, accident, and pet insurance options.
• Tax‑Advantaged Accounts – Healthcare FSA, HSA, and dependent care FSA.
• Community Engagement – One paid volunteer day per year to give back to the community.

How to Apply

If you are passionate about transforming legal operations, thrive in a collaborative environment, and want to make a tangible impact on public sector legal teams, we encourage you to apply. Even if you don’t meet every qualification, we value diverse experiences and unique perspectives—your skill set could be exactly what brighthush needs.

To apply, click the link below and submit your resume and cover letter. We look forward to exploring how you can contribute to brighthush’s mission of redefining legal technology.