Customer Success Manager (LegalFiles)

Location: Remote - USA

Company

hirify.global develops AI-powered legal technology for enterprise legal management, matter management, spend management, and contract lifecycle processes.

What you will do

• Build relationships with LegalFiles customers, understand their legal operations goals, and drive value realization from hirify.global solutions.
• Serve as the primary contact for strategic accounts and maintain a proactive customer engagement cadence through QBRs, advisory sessions, usage assessments, and performance reviews.
• Translate legal operations pain points, including billing challenges, matter management gaps, and workflow inefficiencies, into actionable technical solutions.
• Guide onboarding, configuration recommendations, workflow optimization, platform best practices, and roadmap discussions.
• Triage support escalations and work with Product, Engineering, and Support on resolution and root cause analysis.
• Document workflows, integrations, and technical considerations while advocating internally for customer needs and product improvements.

Requirements

• 5+ years of experience in Customer Success or another customer-facing role, such as legal operations, vendor management, legal analysis, or customer success.
• Proven success supporting enterprise clients in a SaaS environment, preferably in B2B legal technology or enterprise software.
• Awareness of audit practices and industry standards such as LEDES and UTBMS.
• Ability to engage with technical stakeholders and non-technical legal operations users and advocate effectively for both.
• Experience mapping legal workflows and identifying opportunities for automation, efficiency, and process improvement.
• Strong organizational and communication skills, with the ability to manage multiple complex engagements simultaneously.
• Comfort navigating APIs, cloud platforms, and custom integrations.

Nice to have

• Background in State, Local, and Education legal operations.
• Familiarity with eBilling platforms, matter management, legal billing, and outside counsel guidelines.
• Familiarity with enterprise risk or GRC software platforms.

Culture & Benefits

• Remote work in the USA with a full-time employee position.
• Three medical plan options plus dental and vision coverage; HDHP employees receive an employer HSA contribution.
• 401(k) plan with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Flexible paid time off, 7 sick days, 9 paid company holidays, and paid leave for parents and caregivers.
• Employer-paid life and disability insurance, optional supplemental coverage, FSA and HSA options, and surrogacy and adoption reimbursement.
• One paid volunteer day annually and eligibility for an annual discretionary bonus.