Customer Success Manager (Legal Technology)

Location: USA - Houston, TX, Allen Pkwy; onsite presence may be required

Salary: $80,600–$168,200 USD per year

Company

hirify.global provides WK ELM enterprise legal management solutions.

What you will do

• Develop and execute strategic customer success plans tied to business objectives and measurable outcomes.
• Drive adoption, utilization, value realization, and ROI communication for WK ELM solutions.
• Monitor customer health, identify retention risks, and lead recovery and “Get to Green” initiatives.
• Build trusted relationships with Legal Operations leaders, General Counsel, and executive stakeholders.
• Coordinate Account Management, Support, Product, Professional Services, and Technical Account Management resources.
• Develop customer advocates, identify expansion opportunities, and communicate customer feedback internally.

Requirements

• 7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline.
• 5+ years managing strategic, complex, or enterprise customer relationships.
• Experience with enterprise software adoption, customer outcomes, value realization, renewal risk, and complex escalations.
• Strong program management, executive communication, presentation, and facilitation skills.
• Ability to lead cross-functional teams and influence senior stakeholders without direct authority.
• Experience interpreting customer data, adoption metrics, operational indicators, and business outcomes.

Nice to have

• Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems.
• Experience supporting Fortune 1000 or similarly complex global enterprise customers.
• Experience with enterprise software implementations, transformations, or change management.
• Experience using customer success platforms, CRM systems, adoption analytics, or customer health scoring.

Culture & Benefits

• Medical, dental, and vision plans.
• 401(k), FSA/HSA, commuter benefits, and tuition assistance.
• Vacation, sick time, and paid parental leave.
• Applicants may be required to appear onsite at a hirify.global office during the recruitment process.

Hiring process

• Interviews are conducted without AI tools or external prompts.
• In-person interviews may be included, and virtual backgrounds must be removed.
• AI-generated responses or third-party support during interviews may result in disqualification.