Customer Success Manager (West Coast)

September 12

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Brightflag

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Gain visibility into operations, maximize productivity, and engage with outside counsel strategically.

Legal Operations Management • Legal Operations • Legal Technology • Enterprise Legal Management • Legal Service Requests

51 - 200

Description

• Establish trusted advisor relationships with customer executive sponsors • Track customer outcomes and success goals with regular weekly / bi-weekly meetings • Deliver Quarterly Business Reviews (QBRs) focused on key data insights and value realization • Identify blockers to client success and develop mitigation strategies • Continuously articulate the value and evangelize Brightflag's future, defining adoption strategies • Address client inquiries quickly and manage all requests through to completion • Conduct regular health checks to identify risks early and determine mitigation strategies • Understand and track customer feature requests, providing regular input to the Product team • Develop communication cadence and leadership on product updates impacting customers’ activities • Own all processes for customer renewals, ensuring on-time renewal and continued value • Assess customer requirements, resolving problems, and advocating for the customer within Brightflag.

Requirements

• 3-5 years experience in a CSM role working with Executive level customer stakeholders • Worked for a software company and manage enterprise customer relationships remotely • Ability to network and manage relationships across different functions in a global customer organization • Excellent communication skills: verbal, written, and presentation ability • Anticipated customer risks and applied appropriate mitigation actions • Demonstrated the ability to handle multiple clients, projects, and priorities simultaneously • Highly self-motivated, with a penchant for independent improvement under remote working conditions • Naturally curious and a willingness to become an expert on the product, industry, and customer needs.

Benefits

• Competitive salary range ($140-$150k OTE) • Share options. • 20 days PTO + 4 company ‘Reset’ days throughout the year. • Comprehensive health insurance, life insurance and long term illness/income protection. • Hybrid work locations (mix of office and home), 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.