Customer Success Manager (West Coast)

The Opportunity

We are seeking a highly motivated Customer Success Manager with extensive experience in managing high-touch relationships with a blend of mid-market and 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. 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

Given the focus on customer advocacy and outcome-driven success, CSMs must possess strong skills in the following areas: communication, organization, presentation, data analysis, problem solving, time management, and relationship building. Additionally, CSMs must have the ability to manage a diverse book of business with accounts of varying size, maturity, complexity, and geographic location.

• Establish trusted advisor relationships with customer executive sponsors such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Brightflag solution to be realized
• Track customer outcomes and success goals with regular weekly / bi-weekly meetings to ensure progress
• Deliver Quarterly Business Reviews (QBRs) focused on key data insights, adoption, proactive recommendations, and value realization for customers
• Identify blockers to client success and develop mitigation strategies through internal and external collaboration
• Continuously articulate the value and evangelize the future of Brightflag, and define adoption and expansion strategies across the customer’s organization
• Address client 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 feature requests and provide regular input to the Product team based on customer feedback
• Develop communication cadence and leadership on product updates that impact your customers’ global content activities and objectives
• Own all processes and activities for customer renewals, ensuring on-time renewal and continued value
• Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s advocate within Brightflag

Skills & Experience

• You have 3-5 years experience in a CSM role working with Executive level customer stakeholders
• You’ve worked for a software company and have demonstrated the ability to manage enterprise customer relationships remotely, delivering successful outcomes
• You pride yourself on your ability to network and manage relationships across many different functions within a complex global customer organization
• You’re known for your excellent communication skills, including customer facing verbal, written, and presentation ability
• You have anticipated customer risks and applied appropriate mitigation actions
• You’ve demonstrated the ability to handle multiple clients, projects and priorities simultaneously
• You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions
• You are naturally curious and have a true willingness 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 salary range ($140-$150k OTE)
• Share options.
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Hybrid work locations (mix of office and home), 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 role offers a remote work location in the West Coast, US.

We get our teams together once per quarter in person. This will involve 2 trips to Dublin for an all-company event and 2 trips to NYC for team meet ups.

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.