Job Overview
Location
San Francisco
Job Type
Full-time
Category
Customer Success
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • Customer Success Manager at Brightflag Limited is a strategic role focused on driving value and retention for enterprise customers using an AI-powered legal management platform. This position is critical to ensuring customers achieve measurable business outcomes, renew their contracts, and become advocates for the product in a growing legal tech market.
- • Day-to-day responsibilities include establishing trusted advisor relationships with executive sponsors, tracking progress toward customer goals during regular meetings, serving as a product expert to provide data-driven recommendations, delivering Executive Business Reviews (EBRs) focused on insights and proactive guidance, identifying and mitigating blockers to customer success through cross-functional collaboration, continuously reinforcing the value delivered by Brightflag’s solutions, addressing customer inquiries promptly with clear timelines, conducting regular health checks to detect risks early, and gathering and relaying customer product feedback to the Product team to inform roadmap decisions.
- • Brightflag is a fast-growing, innovative company trusted by leading global organizations and part of Wolters Kluwer’s Legal & Regulatory division. The Customer Success team is experienced, values-driven, and dedicated to helping corporate legal departments operate with greater clarity, efficiency, and control through AI-powered technology. The team operates with autonomy, inclusivity, and a strong focus on impact and continuous improvement.
- • In this role, you will develop deep expertise in enterprise SaaS customer success, legal operations, and AI-enabled business solutions. You will sharpen your strategic advisory, data storytelling, and stakeholder management skills while contributing to product evolution and customer retention at scale. Success here means directly influencing renewal rates, expanding customer value, and growing your career in a high-impact, supportive environment.
🎯 Requirements
- • 3+ years of experience as a Customer Success Manager at a SaaS company, with a proven track record of building relationships with executive stakeholders, articulating value clearly, and managing high-touch, high-ARR customer accounts.
- • Demonstrated ability to act as a trusted advisor, align solutions with customer business goals, and take full ownership of a book of business while leveraging internal resources as needed.
- • Proficiency in working with data using Excel or Google Sheets, including converting data into presentations and telling compelling stories to drive customer outcomes and internal alignment.
🏖️ Benefits
- • Competitive base salary with an OTE of $150,000, reflecting the role’s strategic importance and impact on customer retention and revenue.
- • 15 days of paid time off (PTO) per year to support work-life balance and personal well-being.
- • Comprehensive health insurance, life insurance, and long-term illness/income protection to ensure employee security and peace of mind.
- • Flexible hybrid work patterns that allow blending remote work with office collaboration, supporting a sustainable balance between professional and personal life.
Skills & Technologies
Go
Remote
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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