TL;DR

Team Lead, Customer Success Manager (AI): Leading a team focused on driving retention, adoption, and growth for %hirify_global%’s regional portfolio with an accent on delivering high-touch, strategic consultancy and scaled success account management. Focus on translating customer feedback into technical specifications and ensuring efficient execution across the entire customer base.

Location: Hybrid work environment, with expectation for local %hirify_global%ns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

Salary: €72,400 to €90,500 to €108,600 EUR

Company

%hirify_global% is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

Manage and coach a team of CSMs and Scaled Account Managers, fostering a culture of high performance and continuous improvement.
Drive the team toward excellence in core metrics, including Net Retention (NRR), customer adoption, and expansion growth.
Engage directly with key accounts, attend industry events and conduct client on-sites to deepen relationships and ensure %hirify_global%’s value is fully realised.
Build a robust partnership with the Product team, acting as the primary advocate for EMEA customers.
Develop scalable, repeatable processes and playbooks that ensure efficient execution across the entire customer base.

Requirements

2-3+ years leading Customer Success Managers or Account Managers preferably within SaaS.
A proven passion for people management and a track record of coaching individuals towards KPIS.
Strong analytical skills with the ability to interpret data to drive strategy and solve complex business problems.
The ability to articulate technical concepts and product value propositions with clarity and impact.
A collaborative mindset with the ability to influence cross-functional teams (Product, Sales &Ops).

Nice to have

Legal Tech Knowledge: Familiarity with the legal industry, law firm operations, or the specific challenges faced by legal professionals in the EMEA region.
Experience building or managing digital-led or scaled customer success motions.
Experience growing and scaling Customer Success teams within a fast-moving, entrepreneurial environment.
CS Tooling: Advanced proficiency with platforms like Gong, Gainsight, ChurnZero and Salesforce, to build automated "playbooks", “automations” and "health scores".

Culture & Benefits

Competitive, equitable salary with top-tier health benefits and dental coverage.
Hybrid work environment, with expectation for local %hirify_global%ns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
Flexible time off policy.
Pension contribution.
%hirify_global%versary recognition program with special acknowledgement at 3, 5, 7, and 10 years.