Location & Eligibility We are looking for a candidate who is happy to work a hybrid schedule involving 2-3 days per week in our New York office. Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role. The Opportunity Brightflag brings a trailblazing product, which is truly differentiated, to a legal tech growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses. Sound like a fit for you? 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. The ideal candidate will have a proven track record in building relationships with multiple stakeholders, confidently articulating value, and managing a strategic book of business of high-ARR customers. 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. You will join an experienced team of CSMs, dedicated to understanding customer needs and driving the successful adoption of our solutions. What You Will Be Doing Establish trusted advisor relationships with customer executive sponsors to ensure that all activities are closely aligned with the customer’s business objectives, allowing them to maximize the value they realize from Brightflag’s solutions. Track progress toward customer goals during regular meetings. Be a Brightflag product expert and provide product-oriented recommendations to customers to help drive their desired outcomes. Deliver Executive Business Reviews (EBRs) focused on key data insights and proactive recommendations designed to help customers realize more value. 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 Skills &

Experience

To be successful in the role, you need: 5+ years in a CSM role at a SaaS company, with experience building relationships with executive stakeholders, confidently articulating value, and managing high-touch relationships.

Experience

acting as a trusted advisor for customers and recommending solutions that align with the customer’s business goals. Proficient in working with data, including experience with Excel or Google Sheets, converting data into a presentation, and presenting the data to tell a story. Ability to take full ownership of your book of business, leveraging others within the business as needed but ultimately still owning the outcome for the customer. Ability to manage multiple priorities simultaneously with patience, persistence, and thoughtfulness about what matters most. You are naturally curious and will strive to become an expert on our product, our industry, and our customers’ business needs. The following are a bonus! Domain knowledge or expertise in legal management, legal operations or legal service delivery

Experience

with Salesforce, JIRA, Zendesk or other account management and CS software Demonstrated experience or active experimentation with integrating AI tools or technologies to improve work products, enhance efficiency or drive innovation in your day-to-day tasks Detailed understanding of the SaaS business model with experience delivering SaaS solutions for midmarket and enterprise business customers Have worked in a geographically distributed team 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 environment. 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 base salary with OTE of $150,000. 401(k) plan with company match. 15 days PTO Comprehensive health insurance, life insurance and long term illness/income protection. Hybrid working arrangement, requiring 2-3 days per week in our New York office. 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. About Brightflag 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, which was developed with over 100,000 hours of legal and engineering expertise, and supported by our best-in-class Customer Success teams, Brightflag enables in-house legal teams to streamline operations, manage matters and spend, and collaborate more effectively with outside counsel. Today, Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer, a global provider of professional information, software solutions, and services. You can learn more about Brightflag here. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $85,600.00 - $149,425.00 USD Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.