Sr Customer Success Specialist (Legal Technology)

Location: Houston, Texas, United States

Salary: $71,300–$124,475 USD annually

Company

hirify.global provides WK ELM enterprise legal management software solutions.

What you will do

• Develop and execute customer success plans tied to customer objectives and measurable outcomes.
• Drive adoption, engagement, effective utilization, and value realization for WK ELM solutions.
• Monitor customer health, identify risks, and create action plans to address adoption and retention challenges.
• Build trusted relationships with Legal Operations, Legal, Finance, Technology, and executive stakeholders.
• Coordinate Account Management, Support, Product, Professional Services, and Technical Account Management resources.
• Support renewals, expansion opportunities, customer references, advisory boards, and advocacy initiatives.

Requirements

• 5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline.
• 3+ years managing enterprise or complex customer relationships.
• Experience developing customer success or account plans, driving software adoption, and monitoring customer health.
• Experience with customer business reviews, strategic discussions, multiple stakeholders, and cross-functional collaboration in SaaS or enterprise software environments.
• Ability to manage multiple customer priorities and use customer data, adoption metrics, and other indicators to determine appropriate actions.
• Strong communication, presentation, organization, and relationship-management skills.

Nice to have

• Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems.
• Experience supporting large enterprise customers, software implementations, or change management initiatives.
• Familiarity with legal spend management, outside counsel management, matter management, customer success platforms, CRM systems, adoption analytics, or customer health methodologies.
• Experience partnering with Sales or Account Management on renewals and expansion opportunities.

Culture & Benefits

• Medical, dental, and vision plans.
• 401(k), FSA/HSA, and commuter benefits.
• Tuition assistance, vacation and sick time, and paid parental leave.
• Interviews may include onsite participation at a hirify.global office.
• Interview participation must be without AI tools or external prompts.

Hiring process

• Interviews assess individual skills, experience, and communication style.
• Candidates may be required to attend interviews onsite at a hirify.global office.