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Brightflag · 3 days ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
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
Qualification
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Required
3-5 years in a CSM role working with Executive level customer stakeholders
Worked for a software company and managed enterprise customer relationships remotely
Ability to network and manage relationships across different functions within a complex global customer organization
Excellent communication skills, including customer facing verbal, written, and presentation ability
Anticipated customer risks and applied appropriate mitigation actions
Handled multiple clients, projects, and priorities simultaneously
Highly self-motivated with a penchant for continuous, independent improvement under remote working conditions
Naturally curious with a willingness to become an expert on the product, industry, and 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
Detailed understanding of the SaaS business model with experience delivering SaaS solutions for midmarket and enterprise business customers
Worked in a geographically distributed team
Benefits
Share options
20 days PTO + 4 company ‘Reset’ days throughout the year
Comprehensive health insurance, life insurance and long term illness/income protection
Learning subsidy to spend as you wish, plus study and examination leave where applicable
Bookworm program (order a book a month)
Wellbeing program & stipend
Home office set-up supports
Company
Brightflag
Brightflag is the AI-powered legal spend management and matter management platform for corporate legal teams.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$39.11MKey Investors
One PeakSands Capital VenturesTribal.vc
2020-12-09Series B· $28M
2019-04-05Series A· $7.86M
2017-11-30Seed· $1.78M
Leadership Team
Ian Nolan
CEO
Alex Kelly
Co-Founder & COO
Recent News
2024-04-30
Company data provided by crunchbase
