Senior Customer Success Specialist (Brightflag)

Location & Eligibility

We are looking for a candidate who is happy to work a hybrid schedule involving 2-3 days per week in our New York office. 

Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role.

The Opportunity

Brightflag brings a trailblazing product, which is truly differentiated, to a legal tech 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’re seeking an experienced and highly motivated Customer Success Manager who has a proven track record of working with global enterprise customers to deliver ongoing value and client success post-sales. 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

To be successful in the role, you need:

• 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.

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

• 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

Life @ Brightfl