Customer Success Manager, Mid-market (Legal Tech)

Location: Remote-US; ability to travel within the U.S. up to 25% required

Salary: $110,000 base salary; $130,000 OTE including $20,000 variable compensation; equity offered

Company

hirify.global is a technology and AI company building vertical SaaS products that help personal injury law firms secure faster settlements, higher payouts, and better outcomes for victims.

What you will do

• Manage a portfolio of approximately 70 mid-sized law firm accounts and conduct check-ins, business reviews, and adoption analyses.
• Establish success metrics, develop tailored success plans, and drive measurable customer outcomes through direct platform engagement.
• Build relationships with firm leadership, key stakeholders, and end-users while acting as a trusted advisor and customer advocate.
• Analyze account health and retention risks, proactively address concerns, and provide solutions.
• Identify upsell and cross-sell opportunities, partnering with Sales on customized proposals.
• Document customer feedback, use cases, and success stories; collaborate with Product, Sales, and Operations on roadmap priorities and customer experience.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers.
• Experience managing a portfolio of accounts and delivering exceptional results.
• Experience in a fast-paced, high-growth startup environment while balancing competing priorities and maintaining a customer-first mindset.
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities.
• Experience leveraging Customer Success Platforms and CRM systems to manage portfolios and track customer health metrics.
• Highly organized, detail-oriented, collaborative, team-oriented, and capable of managing competing priorities.
• Motivation to achieve measurable customer outcomes and deliver value.
• Ability to travel within the U.S. up to 25%.

Nice to have

• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing.
• Legal Tech experience or experience working with law firms.

Culture & Benefits

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