Customer Success Manager

Summary

Join Brightflag, a leading legal tech company, as a Customer Success Manager. You will work with global enterprise clients, ensuring their success with our innovative legal management product. This role requires strong communication, problem-solving, and relationship-building skills. You will manage customer relationships, track outcomes, deliver QBRs, and identify opportunities for growth. The ideal candidate has 3-5 years of CSM experience in a software company, working with executive-level stakeholders. Brightflag offers a competitive salary, share options, comprehensive benefits, remote work options, and professional development opportunities.

Requirements

• Have 3-5 years in a CSM role working with Executive level customer stakeholders
• Have worked for a software company and have demonstrated the ability to manage enterprise customer relationships remotely, delivering successful outcomes
• Pride yourself on your ability to network and manage relationships across many different functions within a complex global customer organization
• Have excellent communication skills, including customer facing verbal, written, and presentation ability
• Have anticipated customer risks and applied appropriate mitigation actions
• Have demonstrated the ability to handle multiple clients, projects and priorities simultaneously
• Be highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions
• Be naturally curious and have a true willingness to become an expert on our product, our industry, and our customers’ business needs

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

Preferred Qualifications

• Have domain knowledge or expertise in legal management, legal operations or legal service delivery
• Have experience with Salesforce, JIRA, Zendesk or other account management and CS software
• Have a 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

Benefits

• 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