Customer Success Lead (DACH)

TL;DR

Customer Success Lead (DACH): Building and scaling the Customer Success function for a growing AI SaaS legal platform across Germany, Austria, and Switzerland with an accent on team leadership, scalable process design, and customer engagement. Focus on leading a team, driving adoption and retention, and collaborating cross-functionally to optimize customer journeys and success metrics.

Location: Onsite in Berlin with focus on DACH region (Germany, Austria, Switzerland)

Company

hirify.global is a fast-growing European AI startup transforming legal work with a generative AI platform, partnering with law firms and corporate legal departments.

What you will do

• Lead and develop a team of Customer Success Managers focused on the DACH region.
• Design scalable engagement models combining automation and human touchpoints.
• Collaborate with Sales, Product, Legal Engineering, and Marketing for seamless customer journeys.
• Implement customer success processes, playbooks, and metrics for consistent outcomes.
• Analyze adoption data and customer feedback to identify risks and opportunities.
• Engage personally with key customers to ensure high-value relationships.

Requirements

• Must have 5–8 years in Customer Success, Account Management, or Consulting in SaaS, AI, or professional services.
• 2–3+ years managing or mentoring customer-facing teams.
• Native-level German and fluent English required.
• Strong operational mindset with process design and data skills.
• Legal background and experience with law firms or corporate legal teams is a strong plus.

Culture & Benefits

• Opportunity to shape AI transformation in the legal industry.
• Build and scale Customer Success function in a leading European AI startup.
• Collaborative, high-performance culture rewarding initiative and learning.
• Work with world-class customers influencing product and business direction.