Job Description
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 truly differentiated, trailblazing product to a fast-growing market. We are continuing to invest heavily in product and customer success. Our customer success team helps our customers realize significant business value from our solutions.
Brightflag is seeking an experienced and motivated Manager of Customer Success with a proven track record of managing a team of CSMs who work with global enterprise customers to deliver ongoing value. You and your team will be responsible for managing the relationships with Brightflag customers, understanding customer needs, and rapidly helping customers adopt and leverage our solutions for success.
At Brightflag, we place a strong focus on guiding customers to successful outcomes on our platform. In this role, your success will be measured on net revenue retention across the book of business, as well as by your ability to coach your team to exhibit the right behaviors to make their customers successful. You’ll also work cross-functionally with Sales, Marketing, Implementation, Support, Engineering, and Product to ensure customers achieve their legal operations objectives, realize value, and continue to grow with Brightflag.
What You Will Be Doing
The Brightflag Customer Success team plays a key role in helping enterprise customers and their vendors achieve measurable outcomes through our platform.
- Lead, coach, and develop a team of CSMs to drive customer adoption, satisfaction, and retention.
- Manage team performance through structured goals, regular coaching, and a focus on accountability and collaboration.
- Serve as the first escalation point for complex customer issues, providing strategic guidance to resolve challenges and strengthen relationships.
- Identify risks and trends early, develop remediation plans, and partner cross-functionally to deliver results.
- Ensure customers realize and expand value, directly contributing to your team’s net revenue retention goals.
- Collaborate with CS leadership to design and execute OKRs, improve processes, and align initiatives with Brightflag’s strategic priorities.
- Promote consistent, proactive engagement and guide your team to deliver impactful Executive Business Reviews (EBRs) that reinforce partnership and value.
- Work closely with Sales, Product, Implementation, Support, and Engineering to ensure customers achieve their goals and grow with Brightflag.
Skills & Experience
To be successful in the role, you need:
- 8+ years of experience in Customer Success or Account Management within SaaS, including 3+ years managing and coaching a team of 4–8 CSMs.
- Proven success as a CSM for enterprise customers, driving measurable outcomes and high retention.
- Experience supporting global, multi-stakeholder organizations and navigating complex customer environments.
Ability to use data and insights to guide decisions, identify risks, and drive customer and team success.
- Experience developing or refining Customer Success playbooks, processes, or metrics to scale impact.
- A relationship-driven, growth-oriented mindset, balancing empathy with accountability.
Strong time management, prioritization, and communication skills with executives, teams, and customers.
- Self-motivated, proactive, and continuously improving in how you lead and deliver value.
The following are a bonus!
- Domain knowledge in legal operations, legal service delivery, or finance, particularly where technology is driving transformation.
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 high growth environment..
- 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 range of $125,000 to $145,000 plus bonus.
- 401(k) plan with company match.
- 20 days PTO.
- Comprehensive health insurance, life insurance, and long term illness/income protection.
- Fully flexible work patterns so you can balance life at home with life at work - enjoy a blend of both at your discretion.
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 follows a hybrid work schedule, requiring employees to be in the New York office three days per week.
Your time is valuable. To help with your application, we regret that we cannot offer work permit sponsorship/self-sponsorship for this role.
About Brightflag
Hi, we’re Brightflag, the AI-powered, enterprise legal management platform that helps corporate legal departments operate with greater clarity, efficiency, and control.
Powered by our patented AI, which was developed with over 100,000 hours of legal and engineering expertise, and supported by our best-in-class Customer Success teams, Brightflag enables in-house legal teams to streamline operations, manage matters and spend, and collaborate more effectively with outside counsel.
Today, Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer, a global provider of professional information, software solutions, and services. You can learn more about Brightflag here.
