[Hiring] Customer Success Manager @Wolters Kluwer

Role Description

Brightflag brings a trailblazing product, which is truly differentiated, to a legal tech growing market. We’re 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. 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.

• 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.
• Be a Brightflag product expert and provide product-oriented recommendations to customers.
• 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.
• 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.

Qualifications

• 5+ years in a CSM role at a SaaS company.
• Experience building relationships with executive stakeholders.
• Proficient in working with data, including experience with Excel or Google Sheets.
• Ability to take full ownership of your book of business.
• Ability to manage multiple priorities simultaneously.
• Naturally curious and strive to become an expert on our product and industry.

Requirements

• Experience acting as a trusted advisor for customers.
• Domain knowledge or expertise in legal management, legal operations or legal service delivery (bonus).
• Experience with Salesforce, JIRA, Zendesk or other account management and CS software (bonus).
• Demonstrated experience or active experimentation with integrating AI tools or technologies (bonus).
• Detailed understanding of the SaaS business model (bonus).
• Have worked in a geographically distributed team (bonus).

Benefits

• A huge opportunity to make a real impact.
• The exposure and challenge to learn, grow and progress your career.
• Complex technical and business problems to solve.
• A sound, helpful team in a friendly, values-driven and inclusive environment.
• Competitive base salary with bonus based on skills and experience.
• Annual Leave.
• Comprehensive health insurance, life insurance and long term illness/income protection.

Company Description

Hi, we’re 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, developed with over 100,000 hours of legal and engineering expertise.
• Brightflag enables in-house legal teams to streamline operations, manage matters and spend, and collaborate more effectively with outside counsel.
• Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer.