Strategic Customer Success Manager (SaaS/LegalTech)

Location: London

Company

hirify.global Law is an AI-native legal services platform within hirify.global, combining legal expertise with proprietary AI infrastructure to support venture-backed companies, founders, investors, and private-market participants.

What you will do

• Manage a portfolio of high-value accounts through a high-touch model and serve as the primary relationship point for senior PE stakeholders, GCs, and executive teams.
• Build strategic partnerships with PE decision-makers and lead executive-level Quarterly Business Reviews covering ROI, strategic value, and roadmap alignment.
• Partner with Account Executives on upsell, cross-sell, and late-stage sales cycles across Contracts, Compliance, and Funds.
• Act as the escalation point across legal delivery, finance, sales, and product, resolving complex account issues.
• Coordinate monthly account data packs and track NDR, retention, GDR, and expansion trends.
• Represent client feedback and usage signals internally to influence service design and the product roadmap.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a senior client-facing role within SaaS or professional/legal services.
• Experience owning high-value relationships and managing senior stakeholders, including GCs, CFOs, and PE decision-makers.
• Strong commercial instincts, including identifying upsell and cross-sell opportunities and partnering with sales to close them.
• Experience leading executive-level business reviews, presenting ROI, framing value, and maintaining senior stakeholder engagement.
• Experience managing the full client lifecycle from post-onboarding through complex, mature relationships.
• Outstanding verbal and written communication, including the ability to explain complex legal, financial, or operational concepts to different audiences.
• Data fluency, including tracking NDR, GDR, and expansion signals to drive conversations and decisions.
• High emotional intelligence, professionalism, empathy, and the ability to navigate difficult conversations while maintaining trust.

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 in a high-growth environment.
• Competitive salary and equity in hirify.global.
• Private health insurance.
• Opportunity to manage some of the company’s most strategic accounts.
• Final offers may vary based on geography, experience, expertise, and other factors.