Customer Success Manager - West Coast US

Brightflag is an AI-powered enterprise legal management platform that helps corporate legal departments operate with greater clarity, efficiency, and control. The Customer Success Manager will be responsible for building relationships with global enterprise customers, ensuring they realize the value of Brightflag's solutions, and driving successful adoption across various industries.

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

Requirements:

• 3+ 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
• 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
• Demonstrated experience or active experimentation with integrating AI tools or technologies to improve work products, enhance efficiency or drive innovation in your day-to-day tasks
• 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