Customer Success Manager I (Legal Tech)

Location: New York City, NY or Oakland, CA office; hybrid schedule with in-office work on Monday, Wednesday, and Thursday and work-from-home option on Tuesday and Friday. U.S. work authorization is required; hirify.global does not sponsor U.S. employment visas for this role.

Annual base salary: $116,000–$148,000. Total on-target earnings: $145,000–$185,000, with an 80/20 compensation split.

Company

hirify.global provides an AI-powered litigation and investigation management platform that helps legal teams analyze electronic evidence and identify critical case facts.

What you will do

• Own retention, renewals, and growth across a portfolio of mid-market and enterprise law-firm accounts.
• Build relationships with users, administrators, practice group leaders, and executive sponsors.
• Conduct check-ins, strategic success reviews, and product demonstrations using usage data, business impact, and strategic alignment.
• Teach customers effective platform workflows and best practices, including generative AI capabilities.
• Identify retention risks, solve complex workflow challenges, and collaborate with Sales, User Education, Product, and Support.
• Share customer feedback, document best practices, and improve Customer Success processes.

Requirements

• At least 4 years of customer success experience managing a large portfolio of mid-market and enterprise accounts within SaaS or consumption-based technology companies.
• Experience acting as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption.
• Ability to navigate complex client organizations and build credibility, trust, and executive presence with senior leadership.
• Strong prioritization skills and exceptional written, verbal, and presentation communication skills.
• Authorization to work in the United States.

Nice to have

• Experience in legal tech, litigation software consulting, or related legal industry workflows.
• Experience using AI tools such as Claude or Glean to optimize day-to-day responsibilities.

Culture & Benefits

• Full-time, exempt employment with a hybrid work schedule.
• Medical, dental, and vision coverage; flexible spending accounts; mental health support; paid parental leave; and life and disability insurance.
• Equity grants and a 401(k) plan with company matching of up to 4% of eligible annual compensation.
• 17 paid vacation days, 11 federal holidays, four additional company-wide paid days off, and paid sick leave.
• Annual learning and development allocation, professional membership dues, home internet reimbursement, and desk setup stipend.
• Catered lunches, snacks, and company events at the offices.

Hiring process

• Applications and interviews must follow hirify.global's candidate AI policy: AI tools may be used for research, application-material polishing, and interview preparation, but assessments and remote or live interviews must be completed independently without AI support.