Senior Customer Success Specialist (LegalTech)

TL;DR

Senior Customer Success Specialist (LegalTech): Managing a strategic book of high-ARR global enterprise customers to drive product adoption and ensure renewals with an accent on relationship building and value articulation. Focus on delivering Executive Business Reviews, identifying success blockers, and converting data insights into actionable product recommendations.

Location: Hybrid (2-3 days per week in New York City, NY). Must be based in the US; no work permit sponsorship or self-sponsorship is provided.

Salary: $85,600 - $149,425 USD (OTE of $150,000)

Company

Brightflag, part of hirify.global, is an AI-powered enterprise legal management platform helping corporate legal departments operate with greater efficiency and control.

What you will do

• Establish trusted advisor relationships with executive sponsors to align solutions with customer business objectives.
• Deliver Executive Business Reviews (EBRs) focused on data insights and proactive recommendations.
• Act as a product expert to provide recommendations that drive desired customer outcomes.
• Identify blockers to client success and develop mitigation strategies through internal and external collaboration.
• Manage customer inquiries and track product feedback to provide regular input to the Product team.
• Conduct regular health checks to identify risks early and ensure high renewal rates.

Requirements

• 5+ years in a CSM role at a SaaS company, managing high-touch enterprise relationships.
• Experience building relationships with executive stakeholders and articulating value.
• Proficiency in data analysis using Excel or Google Sheets to create story-driven presentations.
• Ability to take full ownership of a strategic book of business.
• Must be able to work a hybrid schedule (2-3 days per week) in the New York City office.
• Valid US work authorization is required (no sponsorship available).

Nice to have

• Domain expertise in legal management, legal operations, or legal service delivery.
• Experience with Salesforce, JIRA, or Zendesk.
• Experience integrating AI tools to improve efficiency and innovation in daily tasks.
• Deep understanding of the SaaS business model for mid-market and enterprise customers.

Culture & Benefits

• Competitive base salary with OTE and 401(k) plan with company match.
• Comprehensive health, life, and long-term illness/income protection insurance.
• 15 days PTO, plus additional vacation and sick time.
• FSA/HSA, commuter benefits, and a tuition assistance plan.
• Paid parental leave and a values-driven, inclusive work environment.

Hiring process

• Interviews are conducted without the assistance of AI tools; use of AI-generated responses is grounds for disqualification.
• In-person interviews at the hirify.global office may be required.
• Candidates must remove virtual backgrounds during interviews to ensure authenticity.