Senior Customer Success Specialist (Brightflag)

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.

What You Will Be Doing

• 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.

Skills & Experience

• 5+ 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.
• Naturally curious and willing to become an expert on our product, our industry, and our customers’ business needs.

Additional Information

To be successful in the role, you need:

• 5+ 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.
• Naturally curious and willing to become an expert on our product, our industry, and our customers’ business needs.

About Brightflag

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.

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 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 $150,000.401(k) plan with company match.15 days PTOComprehensive health insurance, life insurance and long term illness/income protection. Hybrid working arrangement, requiring 2-3 days per week in our New York office.

Compensation

Your recruiter can share more information about the specific offer for the job location during the hiring process.