Customer Success Manager (AI)

Location: Hybrid in New York City, USA, with 2–3 days per week in the New York office. Work permit or self-sponsorship is not available. Applicants may be required to attend onsite interviews at a hirify.global office.

Base compensation: $85,600–$149,425 USD. Competitive base salary with OTE of $150,000.

Company

Brightflag is an AI-powered enterprise legal management platform within the Legal & Regulatory division of hirify.global, helping corporate legal departments manage operations, matters, spending, and collaboration with outside counsel.

What you will do

• Build trusted-advisor relationships with executive sponsors and align customer activities with business objectives.
• Track customer goals, product adoption, health, and progress through regular meetings and health checks.
• Recommend product-oriented solutions and deliver Executive Business Reviews using data insights and proactive recommendations.
• Identify blockers and customer risks, then develop mitigation strategies with internal and external stakeholders.
• Manage customer inquiries and requests through completion while setting clear expectations and timelines.
• Capture product feedback and provide regular input to the Product team.

Requirements

• 5+ years of Customer Success Manager experience at a SaaS company.
• Experience managing high-touch relationships with executive stakeholders and strategic enterprise accounts.
• Ability to act as a trusted advisor and align recommendations with customer business goals.
• Proficiency with data, Excel or Google Sheets, data presentations, and data storytelling.
• Ability to own a book of business, manage competing priorities, and coordinate cross-functional support.
• Ability to work hybrid with 2–3 days per week in the New York office; work permit or self-sponsorship is not available.

Nice to have

• Knowledge of legal management, legal operations, or legal service delivery.
• Experience with Salesforce, JIRA, Zendesk, or similar customer success software.
• Experience integrating AI tools to improve work products, efficiency, or innovation.
• Understanding of the SaaS business model and experience with midmarket or enterprise customers.
• Experience working in a geographically distributed team.

Culture & Benefits

• Opportunity to shape a rapidly growing product and solve complex technical and business problems with autonomy.
• Friendly, values-driven, inclusive, and collaborative work environment.
• 401(k) plan with company match.
• Medical, dental, vision, life, and long-term illness/income protection insurance.
• 15 days of PTO, vacation and sick time, paid parental leave, FSA/HSA, commuter benefits, and tuition assistance.

Hiring process

• Interviews assess individual skills, experience, and communication style without AI tools or external prompts.
• In-person interviews may be required, including onsite attendance at a hirify.global office.