Scaled Customer Success Manager (AI)

Location: New York or New Jersey, United States. Flexible working arrangements are offered.

Expected cash compensation: $129,000–$144,000 in New York; $109,000–$122,000 in New Jersey, plus equity and a performance-linked bonus where applicable.

Company

hirify.global Law is an AI-native legal services platform within hirify.global, combining legal expertise, proprietary AI infrastructure, software, and operational services for venture-backed companies, founders, investors, and private-market clients.

What you will do

• Own a post-onboarding portfolio of 30–40 accounts as the primary client contact.
• Triage accounts by risk, strategic value, and expansion potential, using data and tooling to prioritise work.
• Conduct quarterly check-ins and bi-annual Executive Business Reviews.
• Use CS tooling and AI to monitor portfolio health, personalise outreach, and identify at-risk accounts.
• Partner with Account Executives on renewals and expansion across Contracts, Compliance, and Funds.
• Surface client feedback to product and operations, contribute to playbooks, and drive 95%+ gross dollar retention.

Requirements

• 3–5 years of experience in Customer Success or Account Management within SaaS or professional services.
• Experience managing a portfolio of accounts, including 30–40 accounts simultaneously.
• Strong client communication skills, including proactive relationship management and difficult conversations.
• Commercial awareness, including identifying expansion opportunities and understanding ARR and Customer Success contribution.
• Data-driven approach using GDR, account health scores, and expansion signals.
• Experience with Customer Success platforms and comfort using AI or willingness to adopt it.
• Ability to collaborate cross-functionally with Account Executives, legal delivery, product, and operations.

Nice to have

• Prior experience in the legal industry or private markets.
• Familiarity with venture capital, private equity, or fund operations.

Culture & Benefits

• Flexible working arrangements.
• Competitive base salary with a performance-linked bonus tied to GDR and portfolio expansion.
• Equity in hirify.global and private health insurance.
• High-growth environment focused on building AI-native legal services.
• Full-time roles include equity and exceptional benefits; applicable roles may include commission plans.

Hiring process

• hirify.global is an equal opportunity employer and provides accommodations for candidates with disabilities or medical conditions during the interview process.
• Official communications come only from @hirify.global.com or @hirify.global-external.com domains.
• Employment authorization is verified through E-Verify in the United States.