Manager, Customer Success

About the Role

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 DO:

The Brightflag CSM team plays a key role in the value we deliver to our enterprise customers and their vendors, helping them to achieve their desired business outcomes.

• Motivate, coach, and lead a team of CSMs.
• Manage the performance of each individual team member.
• Proactively identify at-risk customers, spot trends, and own remediation plans with the team.
• Successfully execute the strategies that help our customers realize value.
• Manage a CSM team toward achieving net revenue retention goals.
• Partner closely with CS Leadership to design and drive OKRs and team initiatives. 

WHAT YOU’VE ALREADY DONE:

• You have 3+ years of experience successfully managing and coaching a team.
• You have experience as an individual contributor CSM, and have driven positive customer outcomes with a high retention rate.
• You have experience working with and analyzing data to deliver insights to customers insights to help make decisions and drive successful business outcomes.
• You have strong time management skills and have demonstrated the ability to handle competing priorities
• You pride yourself on your communication skills, including customer-facing verbal, written, and presentation ability.
• You are highly self-motivated, with a penchant for continuous, independent improvement.

BONUS SKILLS:

• Domain knowledge or expertise in legal operations, legal service delivery, or finance.

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
• Share options.
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance, and long term illness/income protection.
• Remote work location 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 follows a hybrid work schedule, requiring employees to be in the 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

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.