Customer Success Manager

Brightflag; New York (NY); Hybrid; USD 100,000 - 120,000; Full time

Job summary

An established industry player in legal tech is seeking a dynamic Customer Success Manager to join their team. This role offers an exciting opportunity to work with global enterprise customers, ensuring they realize the full value of innovative solutions. You will be responsible for building relationships, managing a strategic book of business, and driving customer success. With a focus on collaboration and a commitment to customer satisfaction, you will play a key role in transforming legal operations. Join a fast-growing company where your contributions will make a significant impact in the legal tech space!

Benefits

Share options

20 days PTO + 4 company Reset days

Comprehensive health insurance

Learning subsidy

Home office set-up support

Qualifications

• 5+ years in a CSM role at a SaaS company.
• Experience building relationships with executive stakeholders.
• Ability to manage multiple priorities simultaneously.

Responsibilities

• Establish trusted advisor relationships with customer executive sponsors.
• Deliver Executive Business Reviews focused on key data insights.
• Track progress toward customer goals during regular meetings.

Skills

Customer Success Management

Stakeholder Management

Data Analysis

Relationship Building

Communication Skills

Problem Solving

Education

Bachelor's Degree

Tools

Salesforce

JIRA

Zendesk

Excel

Google Sheets

Job description

Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We’re bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses. Sound like a fit for you?

We’re seeking an experienced and highly motivated Customer Success Manager who has a proven track record of working with global enterprise customers to deliver ongoing value and client success post-sales. The ideal candidate will have a proven track record in building relationships with multiple stakeholders, confidently articulating value, and managing a strategic book of business of high-ARR customers. You will be responsible for delivering value to customers across a diverse set of industries, with the ultimate goal of ensuring that they will renew. You will join an experienced team of CSMs, dedicated to understanding customer needs and driving the successful adoption of our solutions.

What You Will Be Doing

• Establish trusted advisor relationships with customer executive sponsors to ensure that all activities are closely aligned with the customer’s business objectives, allowing them to maximize the value they realize from Brightflag’s solutions.
• Track progress toward customer goals during regular meetings.
• Be a Brightflag product expert and provide product-oriented recommendations to customers to help drive their desired outcomes.
• Deliver Executive Business Reviews (EBRs) focused on key data insights and proactive recommendations designed to help customers realize more value.
• Identify blockers to client success and develop mitigation strategies through internal and external collaboration
• Continuously articulate and reinforce the value customers are obtaining from Brightflag’s solutions.
• Address customer inquiries quickly and manage all requests through to completion while setting clear timelines and expectations
• Conduct regular health checks to identify risks early and determine mitigation strategies
• Understand and track customer product feedback, and provide regular input to the Product team

Skills & Experience

• 5+ years in a CSM role at a SaaS company, with experience building relationships with executive stakeholders, confidently articulating value, and managing high-touch relationships.
• Experience acting as a trusted advisor for customers and recommending solutions that align with the customer’s business goals.
• Proficient in working with data, including experience with Excel or Google Sheets, converting data into a presentation, and presenting the data to tell a story.
• Ability to take full ownership of your book of business, leveraging others within the business as needed but ultimately still owning the outcome for the customer.
• Ability to manage multiple priorities simultaneously with patience, persistence, and thoughtfulness about what matters most.
• You are naturally curious and will strive to become an expert on our product, our industry, and our customers’ business needs.

The following are a bonus!

• Domain knowledge or expertise in legal management, legal operations or legal service delivery
• Experience with Salesforce, JIRA, Zendesk or other account management and CS software
• Demonstrated experience or active experimentation with integrating AI tools or technologies to improve work products, enhance efficiency or drive innovation in your day-to-day tasks
• Detailed understanding of the SaaS business model with experience delivering SaaS solutions for midmarket and enterprise business customers
• Have worked in a geographically distributed team

Life @ Brightflag

We’re growing fast and so is the experience we can offer you:

• A huge opportunity to make a real impact, to shape what we do and where we are going.
• The exposure and challenge you need to learn, grow and progress your career in a rapidly growing scale-up.
• Complex technical and business problems to solve and the trust and autonomy you need to go and solve them.
• A sound, helpful team, in a friendly, values-driven and inclusive environment.
• Base salary range: $100,000 - $120,000. Variable comp plan: 25%.
• Share options.
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Hybrid working arrangement, requiring 2-3 days per week in our New York office.
• Learning subsidyto spend as you wish, plus study and examination leave where applicable.
• Our ‘bookworm’ program also enables you to order a book a month.. on us!
• Home office set-up supports.

We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

We are looking for a candidate who is happy to work ahybrid schedule involving 2-3 days per week in our New York office.

Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role.

About Brightflag

Hello, we’re Brightflag - one of the fastest-growing tech startups in the legal world! We’re on a mission to transform legal operations. Our patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point. Our SaaS platform was the first to apply artificial intelligence and machine learning to legal operations management and has invested more than 100,000+ hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. You can learn more about Brightflag here .

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When you apply to a job on this site, the personal information ("personal data") contained in your application will be collected by Shine Analytics Limited (t/a “Brightflag”), which is located at 12 Camden Row, Dublin 8, Ireland and can be contacted by [e-mail]

Your personal data will be processed by Brightflag for the purposes of managing our recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes. Brightflag carries out this processing for its legitimate interest to offer employment/hire candidates that have the skills and qualities of the Brightflag ethos. We consider your privacy and data protection rights when we pursue our legitimate interests and ensure that the way our recruitment process works doesn't unfairly impact on those rights.

Your personal data will be shared with Brightflag's recruitment team and managers and is stored on our servers in Ireland. It will also be disclosed to Greenhouse Software, Inc., our cloud services provider located in the United States of America which is engaged by Brightflag to help manage our recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us [e-mail] .

Data Retention:If you are hired by Brightflag, your personal data will be retained for as long as you are an employee of Brightflag (plus a reasonable period of time after your employment ends). If you are not hired by Brightflag, your personal data will be retained as necessary for the purpose of dealing with any legal matters that may arise. In the case of EU candidates your personal data will be held for this purpose for 12 months. Separately, we will retain your personal data for 24 months for our legitimate interests for the assessment of future employment opportunities we might have for you. You can of course request that we do not hold your data for the purpose of assessing future roles for you by emailing us a [e-mail] .

You can access, rectify, erase, restrict or export your personal data at any time by emailing us [e-mail] . You can also object to our processing of your personal data at any time. This will be carried out in line with Brightflag’s legal requirements as set out above.

You can contact our Data Protection Officer with requests or concerns [e-mail] . If you are unsatisfied with the response you have the right to lodge a complaint with your supervisory authority.