Vice President of Customer Success

About Brightflag

Brightflag is a cloud platform that provides automation and insights for corporate legal teams. We use artificial intelligence to understand the work lawyers are doing and categorize it against the broadest and deepest legal taxonomy in the world. This data is then used to drive automation throughout the legal service management process and to provide insights that support making informed decisions.

The customer success team is responsible for everything following the signature of an initial subscription agreement, including implementation, support, and retention. Reporting to the Chief Customer Officer, and a member of the executive team, the VP, Customer Success will develop a strategy and lead execution for this team, currently:

• Implementation (4): Project management, configuration, and training
• Technical support (3): Reactive support and documentation
• Customer success (2 people): Proactive support and retention

What Skills do I need?

• 5+ years working with six-figure annual recurring revenue software customers in an individual or managerial capacity
• 3+ years directly managing five or more employees in customer-facing positions at a software company
• Demonstrate an understanding of and ability to live our values
• Think Long Term
• Make Every Day Count
• Win and Lose Together
• Embrace Authenticity
• Be locally based in our Manhattan office
• Travel up to 25% of the time, including internationally

Key Qualities of a successful candidate?

We believe that perfect candidates don’t exist, so have kept our requirements concise. What follows is a list of prior experiences that we believe are indicators of likely success in the role; the more relevant experience a candidate possesses, the more likely that candidate is to succeed. We don’t require that a candidate have all of the following experiences; equally, a candidate with few of them is unlikely to be a good fit.

This list is ordered roughly from most to least important:

• Has identified and implemented a series of customer success metrics to align team behaviors with customer results
• Has owned implementation strategy and execution where the average time to implement a new customer is 90 or more days
• Has made final decisions on hiring employees, including writing job descriptions and candidate evaluation guides
• Has managed a geographically distributed, and ideally an internationally distributed team, for an extended period of time
• Has bought and implemented software for ticketing, live chat, customer success management, and conversation intelligence
• Has owned reactive support strategy and execution as a stand-alone function, i.e., a team dedicated to managing support
• Has owned existing customer commercial relationships, with incentive compensation tied to net revenue retention or a similar metric
• Has used the Sandler Methodology or a similar selling system or customer management framework
• Has owned user documentation strategy and execution, ideally for more than one persona group (e.g., disparate user groups with differing workflows)

Benefits

• Competitive salary and equity in a fast-growing start-up
• Health insurance
• Central office location in New York
• Reading is important, therefore we offer an outstanding Book Work Scheme benefit
• Downtime is important at Brightflag, we offer 20 days holiday
• 401K Plan Option

At 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.