Senior Account Manager - West (Customer Success)

Location: Remote (United States); core business hours in the Pacific timezone required, with participation in after-hours coverage when needed.

Salary: $85,000–$95,000 per year

Company

hirify.global provides technology-enabled deposition services for law firms.

What you will do

• Serve as the primary day-to-day contact for assigned AmLaw firms and provide personalized, high-touch service.
• Partner with Account Executives and internal Scheduling, Operations, Production, and Billing teams on account priorities and client needs.
• Review deposition orders, perform daily quality checks, and ensure jobs are accurately linked to the correct firm and location.
• Triage scheduling, rescheduling, cancellations, urgent requests, and expedited jobs through resolution.
• Own first-line issue resolution, document and prioritize tickets, escalate high-impact issues, and manage difficult conversations professionally.
• Share recurring errors, ticket trends, and client sentiment with leadership, educate clients on products and best practices, and support high-volume queues.

Requirements

• 3+ years of experience in account management, customer success, or customer service in the legal industry.
• Demonstrated client-first approach and experience delivering responsive, dependable, high-touch service.
• Strong attention to detail when reviewing job details, firm and location assignments, scheduling information, and client preferences.
• Clear and confident written and verbal communication, including during difficult conversations.
• Ability to prioritize competing deadlines, investigate root causes, use data to identify trends, and follow issues through resolution.
• Availability to work core business hours in the Pacific timezone and participate in after-hours coverage when needed.

Culture & Benefits

• Full-time salaried, exempt employment with benefits.
• Premium medical, dental, and vision coverage, including plans with fully covered premiums.
• Wellness and mental health benefits for employees and families.
• Flexible paid time off, equity options, and a company-provided 401(k) account.
• Home office setup and a monthly internet and phone stipend.
• Remote work with a flexible schedule and opportunities for professional growth.