Customer Success Manager (Legaltech)

Location: New York; hybrid

Base salary: $100,000–$150,000 per year, plus equity and commission.

Company

hirify.global provides an AI-powered patent intelligence platform for law firms and in-house patent teams across the patent lifecycle, including invention disclosure, drafting, prosecution, portfolio analysis, infringement, and litigation.

What you will do

• Own a portfolio of law firm and corporate IP customer accounts from onboarding through renewal and expansion.
• Lead tailored onboarding and training for attorneys, patent agents, paralegals, innovation teams, and knowledge management teams.
• Build success plans with adoption and ROI milestones and conduct regular business reviews with partners, IP counsel, and legal operations leaders.
• Monitor usage and customer health, identify risks early, and support retention and expansion across practice groups, offices, and use cases.
• Represent customer feedback internally, collaborate with Product and Engineering on roadmap priorities, and coordinate escalations through resolution.
• Help build scalable customer success operations, including playbooks, onboarding materials, health scoring, and processes.

Requirements

• 3+ years of experience in Customer Success, Account Management, or Implementation at a B2B SaaS company.
• Required: legaltech experience, including work with law firms, in-house legal teams, or both.
• Understanding of billable-hour economics, partner-driven decisions, knowledge management and innovation teams, and confidentiality and security expectations.
• Experience achieving retention, adoption, and expansion goals.
• Ability to present to senior attorneys and executives, communicate clearly in writing, and manage multiple accounts with strong attention to detail.
• Curiosity about AI and its impact on legal work.

Nice to have

• Experience in IP, patent prosecution, or patent litigation.
• JD, patent agent registration, or a technical or scientific background.
• Early-stage startup experience, including building a customer success function from scratch.
• Familiarity with HubSpot or similar CRM and customer success tools.

Culture & Benefits

• Customer trust, precision, visible progress, and collaborative execution are core operating principles.
• Equity and commission are offered in addition to the base salary.
• The role combines customer-facing ownership with close collaboration across Sales, Product, Engineering, and Support.