Manager, Professional Services (Brightflag)

Wolters Kluwer • New York City, NY

8d • Hybrid

About The Position

Brightflag is seeking a Manager, Professional Services to lead and elevate a growing team of Implementation Managers. This role is central to the company's mission of changing how legal teams work by ensuring the speed and quality of customer onboarding. The Manager will build the coaching culture, implement methodology, and create standards for delivering value to new customers. This position offers a significant opportunity for influence and impact within a high-growth environment. The role involves close collaboration with Sales, Customer Success, App Support, and Product teams. Brightflag fosters a supportive and growth-oriented culture.

Requirements

• 5+ years of relevant experience, with significant people management experience required.
• Exceptional project management skills.
• Strong people management and coaching skills.
• Ability to design and implement methodologies and processes at scale.
• Stakeholder Management and the ability to influence and align cross-functional teams.
• Adaptability & Resilience — ability to lead a team through change and ambiguity.

Nice To Haves

• Technical background.

Responsibilities

• Leads and develops a growing team of Implementation Consultants, acting as their primary coach and people manager.
• Conducts regular 1:1s, provides ongoing feedback, and owns career planning and development for each team member.
• Manages performance with empathy and clarity, ensuring balanced workload distribution across the team.
• Tracks and reports on key implementation metrics to monitor team effectiveness.
• Oversees adherence to implementation methodology, project management standards, and customer engagement best practices.
• Continuously improves implementation processes to drive efficiency, scalability, and customer satisfaction.
• Provides strategic input to leadership on scaling the Professional Services function.
• Owns onboarding and training for new team members to ensure fast and effective ramp-up.
• Acts as an escalation point for implementation-related challenges and blockers.
• Maintains and enforces standardized implementation playbooks for consistent customer experiences.
• Promotes collaboration and knowledge-sharing within the team.
• Supports hiring by participating in interviews and assessing candidate fit.
• Partners with Product to deliver structured feedback from the field.
• Leads cross-functional initiatives to support operational improvements.

Benefits

• Competitive base salary range of $160,000 to $180,000USD plus bonus based on skills and experience.
• 15 days PTO plus 8 scheduled Holidays and 5 Flexible Holidays.
• 401(k) plan with company match.
• Medical, Dental, & Vision Plans
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed