Customer Success Manager West Coast US
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Job Location:
San Francisco, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Opportunity
Brightflag brings a trailblazing product which is truly differentiated to a legal tech 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
Were 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. The ideal candidate will have a proven track record in building relationships with multiple stakeholders confidently articulating value and managing a strategic book of business of high-ARR customers. You will be responsible for delivering value to customers across a diverse set of industries with the ultimate goal of ensuring that they will renew. You will join an experienced team of CSMs dedicated to understanding customer needs and driving the successful adoption of our solutions.
What You Will Be Doing
- Establish trusted advisor relationships with customer executive sponsors to ensure that all activities are closely aligned with the customers business objectives allowing them to maximize the value they realize from Brightflags 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 Brightflags 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
Skills & Experience
- 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 customers 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.
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
- 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
Life @ Brightflag
Were 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 environment.
- 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 base salary with OTE of $150000.
- 15 days PTO
- Comprehensive health insurance life insurance and long term illness/income protection.
- Work patterns so you can balance life at home with life at work and enjoy a blend of hybrid working
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 based on the West Coast. This is a remote role with some travel to the New York/Dublin office for training and team events.
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
Hi were Brightflag the AI-powered enterprise legal management platform that helps corporate legal departments operate with greater clarity efficiency and control.
Powered by our patented AI which was developed with over 100000 hours of legal and engineering expertise and supported by our best-in-class Customer Success teams Brightflag enables in-house legal teams to streamline operations manage matters and spend and collaborate more effectively with outside counsel.
Today Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer a global provider of professional information software solutions and services. You can learn more about Brightflag here.
Required Experience:
Manager
Key Skills
- Business Development
- Company Policies
- Customer Service
- Financial Performance
- Revenue Growth
- Oversight
- Regional Sales
- Account Management
- Project Management
- Product Line
- Ensure Compliance
- Human Resources
- Procedures
- Sales Goals
- Direct Reports
About Company
Intuitive e-billing and matter management platform, providing visibility into legal work and controlling costs.
