VP of Customer Success (AI)

Location: Remote

Salary: $230,000–$350,000 annually plus equity

Company

hirify.global develops AI-powered vertical SaaS products that help personal injury law firms secure faster settlements, higher payouts, and better outcomes for clients.

What you will do

• Lead post-sales customer strategies covering AI adoption, onboarding, Customer Success Management, Customer Support, Account Management, and strategic accounts.
• Drive adoption of AI workflows, including Lexis+ Protégé integrations, and guide law firms through change management and workflow transformation.
• Build retention and expansion playbooks, manage complex renewals, turn around at-risk accounts, and increase gross and net revenue retention.
• Act as an executive sponsor for top-tier law firm clients and lead complex implementation milestones with legal technology partners.
• Design and scale Customer Success operations, including onboarding frameworks, performance metrics, and proactive account health monitoring.
• Partner with Product, Engineering, Revenue, executive leadership, and Field Operations to incorporate customer feedback and improve personal injury workflows.

Requirements

• 15+ years of Customer Success and Account Management leadership experience in high-growth vertical SaaS, enterprise software, or legaltech environments.
• Experience leading VP- or Senior Director-level organizations.
• Demonstrated experience guiding enterprise customers through disruptive technology adoption, driving value realization, and consulting on workflow transformation.
• Proven history of driving gross revenue retention and net revenue retention, executing complex contract renewals and expansions, and turning around at-risk customer relationships.
• Ability to partner with C-suite executives, including CRO and Product Leadership, and align cross-functional teams on complex, high-stakes customer deployments.
• Strong analytical and operational skills for building playbooks, structuring Customer Success performance metrics, and rapidly scaling customer operations.

Culture & Benefits

• Remote work with a local in-person meet-up program.
• Medical, dental, and vision insurance for employees and families, plus additional life, accident, and critical illness coverage.
• Flexible paid time off, sick leave, short-term and long-term disability, and paid parental leave.
• Ten US observed holidays and Canadian statutory holidays by province.
• Home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees; company hubs are located in San Francisco and Toronto.