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Brightflag · 7 hours ago

Customer Success Manager

NYC Metro Area

Full-time

Hybrid

Senior Level

$150K/yr - $150K/yr

5+ years exp

Brightflag is an AI-powered enterprise legal management platform that helps corporate legal departments operate with greater clarity, efficiency, and control. They are seeking an experienced Customer Success Manager to build relationships with enterprise customers and ensure they realize the value from Brightflag’s solutions, ultimately driving customer renewals.

Artificial Intelligence (AI)Enterprise SoftwareLegalLegal TechSaaS

Comp. & Benefits

No H1B

Responsibilities

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

Qualification

Customer Success ManagementSaaS ExperienceStakeholder ManagementData AnalysisLegal Operations KnowledgeSalesforce ProficiencyCommunication SkillsProblem SolvingTeam CollaborationAdaptability

Required

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

Preferred

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