Senior Customer Success Specialist (Brightflag)

Join Brightflag, a leading legal tech company, as a Senior Customer Success Specialist. In this role, you will be responsible for delivering value to customers across various industries, ensuring their success and renewal. You will establish trusted advisor relationships with customer executive sponsors, track progress toward customer goals, and provide product-oriented recommendations. The ideal candidate will have 5+ years of experience in a CSM role at a SaaS company, with a proven track record of building relationships with executive stakeholders and managing high-touch relationships.

• Establish trusted advisor relationships with customer executive sponsors to ensure that all activities are closely aligned with the customer’s business objectives.
• Track progress toward customer goals during regular meetings, deliver Executive Business Reviews (EBRs) focused on key data insights and proactive recommendations.
• 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.
• 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
• Ability to manage multiple priorities simultaneously with patience, persistence, and thoughtfulness about what matters most
• 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
• Experience acting as a trusted advisor for customers and recommending solutions that align with the customer’s business goals
• 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
• 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