The Opportunity

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 trailblazing product, which is truly differentiated, to a fast 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. You will join an existing team of experienced CSMs who are responsible for managing the relationships with Brightflag customers, understanding customer needs, and rapidly helping customers adopt and leverage our solutions for success.

What You Will Be Doing

Given the focus on customer advocacy and outcome-driven success, CSMs must possess strong skills in the following areas: communication, organization, presentation, data analysis, problem solving, time management, and relationship building. Additionally, CSMs must have the ability to manage a diverse book of business with accounts of varying size, maturity, complexity, and geographic location.

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

Skills & Experience

You have 5 plus years in a CSM role working with Executive level customer stakeholders
You’ve worked for a software company and have demonstrated the ability to manage enterprise customer relationships remotely, delivering successful outcomes
You pride yourself on your ability to network and manage relationships across many different functions within a complex global customer organization
You’re known for your excellent communication skills, including customer facing verbal, written, and presentation ability
You have anticipated customer risks and applied appropriate mitigation actions
You’ve demonstrated the ability to handle multiple clients, projects and priorities simultaneously
You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions
You are naturally curious and have a true willingness 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
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 @ 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 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.

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

We are looking for a candidate who is happy to work a hybrid schedule in the NY office and from home.

Your time is valuable. To help with your application, we advise that regrettably 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.

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Please confirm you have 5 or more years working as a CSM. *

Do you have experience running Quarterly Business Reviews (QBRs) for your clients? *

Do you have experience with SAAS organizations or products? *

Are you within commuting distance of NYC? *

Are you authorized to work lawfully in the United States? *

Will you now or in the future require sponsorship to work in the US? *

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Point of Data Transfer *

When you apply to a job on this site, the personal information ("personal data") contained in your application will be collected by Shine Analytics Limited (t/a “Brightflag”), which is located at 12 Camden Row, Dublin 8, Ireland and can be contacted by emailing careers@brightflag.com

Your personal data will be processed by Brightflag for the purposes of managing our recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes. Brightflag carries out this processing for its legitimate interest to offer employment/hire candidates that have the skills and qualities of the Brightflag ethos. We consider your privacy and data protection rights when we pursue our legitimate interests and ensure that the way our recruitment process works doesn't unfairly impact on those rights.

Your personal data will be shared with Brightflag's recruitment team and managers and is stored on our servers in Ireland. It will also be disclosed to Greenhouse Software, Inc., our cloud services provider located in the United States of America which is engaged by Brightflag to help manage our recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at dpo@Brightflag.com.

Data Retention: If you are hired by Brightflag, your personal data will be retained for as long as you are an employee of Brightflag (plus a reasonable period of time after your employment ends). If you are not hired by Brightflag, your personal data will be retained as necessary for the purpose of dealing with any legal matters that may arise. In the case of EU candidates your personal data will be held for this purpose for 12 months. Separately, we will retain your personal data for 24 months for our legitimate interests for the assessment of future employment opportunities we might have for you. You can of course request that we do not hold your data for the purpose of assessing future roles for you by emailing us a careers@brightflag.com.

You can access, rectify, erase, restrict or export your personal data at any time by emailing us at dpo@Brightflag.com. You can also object to our processing of your personal data at any time. This will be carried out in line with Brightflag’s legal requirements as set out above.

You can contact our Data Protection Officer with requests or concerns at dpo@brightflagm.com. If you are unsatisfied with the response you have the right to lodge a complaint with your supervisory authority.

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