Revenue Operations Associate, Customer Success

The Opportunity

Brightflag is experiencing rapid growth, expanding our customer base and evolving our high-performing Customer Success organization to deliver even greater impact. As we scale, we remain committed to providing world-class customer experiences.

We’re looking for a forward-thinking, tech-savvy problem solver to join our Revenue Operations team as a Revenue Operations Associate, Customer Success (CS). In this role, you’ll have an immediate impact by optimizing technology, automating processes, and improving reporting to make our CS team more efficient and effective. This is a high-impact role offering you the opportunity to drive meaningful change, develop scalable processes, and enhance the overall customer experience. If you’re passionate about scaling operations, reducing inefficiencies and using data to drive better decisions, this is the role for you!

You’ll work cross-functionally to drive key initiatives that support revenue growth and ensure the Customer Success team is equipped with the right tools, processes, and insights to succeed. You will report to the Director, Revenue Operations and work closely with Customer Success leadership, including directors, managers, and team leads.

What You Will Be Doing

• Identify and implement high-impact workflow improvements, including automation, that free up Customer Success Managers and managers for more strategic customer engagement
• Manage and optimize key CS programs including onboarding, internal Executive Business Reviews, call reviews, and ongoing training and development schedules
• Own Customer Success reporting and analytics, resource/headcount forecasts, and compensation plan administration
• Support key operating cadences, such as OKRs, ensuring alignment between CS strategy and execution, and the CS management operational cadence
• Improve the use of CS tooling to minimize manual work and enhance scalability, including leading trainings
• Own quality, cleanliness, and completeness of customer data to enable segmentation and targeted outreach
• Ensure Salesforce (SFDC) data integrity for accurate reporting and forecasting.

In the first 30 days, you will:

• Complete orientation and onboarding program, including training on Brightflag’s product, the Customer Success processes, and internal tools
• Meet with team members across the business to become entrenched in Brightflag’s mission and values; learn about key processes across go-to-market
• Gain a deep understanding of the Customer Success organization structure, roles, and responsibilities
• Find and fix your first operational bottleneck: Whether it’s an inefficient process, a reporting gap, or a tool that’s underutilized, you’ll implement at least one meaningful efficiency improvement that makes life easier for CSMs
• Create first 90 day plan, including OKRs

By the end of the first 90 days, you will:

• Redesign key CS workflows to eliminate inefficiencies, ensuring Customer Success Managers spend more time driving customer value and less time on admin work
• Audit CS technology stack and usage to identify gaps and underutilized capabilities; develop a training session for the CS team on improved tool usage and best practices
• Shadow a Customer Success Manager onboarding cycle and develop recommendations for optimization
• Develop and prepare to implement a streamlined territory and book-of-business management process to ensure balanced customer assignments
• Develop a quarterly operating cadence with customer success leadership
• Recommend and develop a CS Ops roadmap outlining strategic priorities for the next 6-12 months

Skills & Experience

To be successful in the role, you need:

• 2+ years of experience identifying and delivering operational improvements, such as revenue operations, sales operations, or business operations
• Strong Salesforce proficiency required; SFDC Certified Admin is preferred
• Experience administering tech stack/tooling; we use Salesforce, Gong, and Zendesk
• Understanding of B2B SaaS customer success motions and best practices
• To have a track record of success in supporting go-to-market teams and driving efficiency. You thrive in high-tech, fast-paced environments and love using automation, data, and AI to drive better outcomes
• To be a problem solver: You are always thinking about ways to improve processes, and are able to deliver improvements through automation and other mechanisms.
• Possess excellent communication and collaboration skills; experience working cross-functionally with CS, Sales, and Product
• To pay attention to the details and have a high bar for the quality of your work, in being extremely detail-oriented
• To be effective at managing multiple projects and competing priorities
• The ability to work around any limitations in personal knowledge, experience, technology or available information to ensure you’re accomplishing the task at hand

The following is a bonus!

• Domain knowledge or expertise in legal management / legal operations

Life @ Brightflag

We’re growing fast and so is the experience we can offer you:

• A huge opportunity to make a real impact, to shape what we do and where we are going
• The exposure and challenge you need to learn, grow and progress your career in a rapidly growing scale-up
• Complex technical and business problems to solve and the trust and autonomy you need to go and solve them
• A sound, helpful team, in a friendly, values-driven and inclusive environment
• Competitive salary range of $80,000 - $100,000 and 10% bonus
• Share options
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Flexible work location and work patterns so you can balance life at home with life at work and enjoy a blend of both 
• Learning subsidy of US$2,200 annually, to spend as you wish, plus study and examination leave where applicable. Our ‘bookworm’ program also enables you to order a book a month.. on us!
• Wellbeing program & stipend
• Home office set-up supports

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. 

Location & Eligibility

This role follows a hybrid work schedule, requiring employees to be in the New York office two-three days per week.

Your time is valuable. To help with your application, we regret that we cannot offer work permit sponsorship/self-sponsorship for this role.

About Brightflag

Hello, We’re Brightflag - one of the fastest-growing tech startups in the legal world - we’re on a mission to transform legal operations. Our patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point. Our SaaS platform was the first to apply artificial intelligence and machine learning to legal operations management and has invested more than 100,000+ hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. You can learn more about Brightflag Here.