Customer Success Manager

Summary

Join Brightflag as a highly motivated Customer Success Manager to manage high-touch relationships with global enterprise customers. You will build relationships with multiple stakeholders, articulate value, and manage a strategic book of high-ARR customers. Responsibilities include delivering value to customers, ensuring renewals, and acting as a trusted advisor. You will track customer progress, provide product recommendations, deliver executive business reviews, and identify/mitigate blockers to client success. The ideal candidate possesses 3-5 years of CSM experience in a SaaS company, excels at building executive relationships, and is proficient in data analysis and presentation. Brightflag offers a competitive salary, share options, generous PTO, comprehensive insurance, flexible work location, learning subsidies, and a wellbeing program.

Requirements

• 3-5 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

Responsibilities

• 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

Preferred Qualifications

• 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
• 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 base salary
• Share options
• 25 days PTO + 4 company ‘Reset’ days throughout the year
• Comprehensive health insurance, life insurance and long term illness/income protection
• Fully flexible work location and work patterns so you can balance life at home with life at work - come to the office, work at home… or enjoy a blend of both at your discretion
• 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