Customer Success Manager

The Opportunity

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 are seeking a highly motivated Customer Success Manager with extensive experience in managing high-touch relationships with global enterprise customers. 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

• 3+ 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
• 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
• Competitive base salary with OTE of $150,000.
• Share options.
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Remote work location and work patterns so you can balance life at home with life at work. 
• Learning subsidy to 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!
• Wellbeing program & stipend.
• 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.

Location & Eligibility

This is a fully remote position.

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.