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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
November 4, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end post-sales journey for a portfolio of enterprise and mid-market legal-technology customers, acting as their primary strategic advisor and ensuring every engagement drives measurable ROI and long-term adoption of Brightflag’s AI-powered legal spend management platform.
- • Develop and execute data-driven success plans that map each customer’s legal-operations objectives to specific product capabilities, delivering quarterly business reviews (QBRs), executive briefings, and ROI reports that prove value and secure renewal/expansion commitments.
- • Monitor customer health through usage analytics, NPS, support tickets, and stakeholder sentiment; proactively surface risks, craft mitigation strategies, and rally internal resources—Product, Engineering, Support, and Finance—to resolve issues before they escalate.
- • Drive commercial growth by identifying upsell and cross-sell opportunities within your book of business, partnering with Sales to craft compelling proposals, negotiate terms, and close expansion deals that grow ARR while deepening customer stickiness.
- • Lead onboarding and implementation for new customers, coordinating project timelines, training sessions, and change-management workshops that accelerate time-to-value and establish champions inside legal departments ranging from 5-person teams to Global 500 enterprises.
- • Translate customer feedback into actionable product insights, logging feature requests, prioritizing roadmap input, and collaborating with Product Management to ensure market needs are reflected in future releases.
- • Build and maintain a deep understanding of the legal-technology ecosystem—eBilling guidelines, AFAs, vendor management, compliance frameworks—so you can consult credibly with General Counsel, Legal Ops Directors, and CFOs on best practices and industry benchmarks.
- • Mentor junior Customer Success Managers by sharing playbooks, joining customer calls, and leading internal enablement sessions that elevate the entire team’s ability to deliver world-class service.
- • Maintain meticulous CRM hygiene in Salesforce and Gainsight, ensuring renewal forecasts, expansion pipelines, and customer health scores are accurate, transparent, and actionable for leadership.
- • Represent Brightflag at industry events, webinars, and user groups, evangelizing customer success stories that strengthen our brand and generate referral pipeline.
🎯 Requirements
- • 4+ years of quota-carrying Account Management, Customer Success, or Sales experience in B2B SaaS, preferably selling to legal, finance, or compliance stakeholders.
- • Demonstrated track record of 95 %+ gross retention and 110 %+ net retention across a multi-million-dollar ARR book of business.
- • Advanced proficiency with Salesforce, Gainsight, or equivalent CRM/CS platforms; able to build dashboards, forecast renewals, and analyze customer health data.
- • Exceptional executive presence—comfortable presenting to C-suite audiences and facilitating workshops that influence strategic decisions.
- • Nice-to-have: familiarity with legal-technology concepts such as eBilling, matter management, AFAs, or ELM systems; JD, MBA, or legal-operations certification a plus.
🏖️ Benefits
- • Fully remote-first culture with quarterly in-person team gatherings in vibrant cities worldwide.
- • Competitive base salary plus uncapped commission on renewals and expansions.
- • Annual professional-development stipend of $2,500 for conferences, courses, or certifications.
- • Comprehensive health, dental, vision, and mental-wellness coverage for you and dependents.
Skills & Technologies
About Brightflag Limited
Brightflag Limited provides cloud-based legal operations software that helps corporate legal departments manage matters, track budgets, and analyze legal spend. The platform combines AI-powered invoice review with workflow tools to enforce billing guidelines, capture accruals, and generate analytics on law firm performance. Designed for in-house teams, the system integrates with existing enterprise systems and offers dashboards for real-time visibility into legal costs and workload distribution across global matters.
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