Customer Success Manager (AI, Legaltech)

TL;DR

Customer Success Manager (AI, Legaltech): Building and maintaining client relationships and leading onboarding for a legal AI work management platform with an accent on understanding client goals and driving renewals. Focus on providing expert guidance, proactive engagement, and advocating for customer needs to ensure product adoption and business results.

Location: Flexible hybrid work environment in the United Kingdom

Salary: £50,200–£67,800 GBP

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms with a cutting-edge adaptive work management platform.

What you will do

• Build and maintain long-term trusted client relationships, understanding strategic and operational goals.
• Lead new clients through onboarding, delivering training and ongoing assistance.
• Provide expert guidance on the product, industry trends, and client-specific needs.
• Proactively engage with clients to offer best practices and support for maximizing platform capabilities.
• Analyze client behavior and usage patterns to deliver data-driven recommendations.
• Advocate for customer needs across teams, communicating feedback and feature requests.
• Drive contract renewals and identify opportunities for usage expansion or upsell.
• Develop educational resources such as guides, webinars, and workshops.

Requirements

• Transparent passion and enthusiasm for your work.
• Excellent written and verbal communication skills.
• Proven stakeholder management and relationship building skills.
• Proactive problem solver with a customer-centric mindset and consultative approach.
• Technical aptitude and ability to quickly learn complex software solutions.
• Self-starter with attention to detail and a passion for continuous learning.
• Ability to methodically manage customer interactions in a structured manner.
• Gravitas and ability to absorb knowledge to be a valued voice internally and externally.
• Experience in implementing processes and procedures.
• Demonstrate a keen interest in improving your craft by using AI.

Nice to have

• Proven experience in pre-sales, post-sales, consultancy, or similar customer-facing roles in a SaaS environment.
• Experience in the legal or insurance sector.
• Experience working in case management.

Culture & Benefits

• Competitive, equitable salary as part of a Total Rewards Program.
• Flexible hybrid work environment.
• 25 days holiday plus bank holidays.
• Private Healthcare with Life Insurance & Critical Illness cover.
• Pension contribution.
• Professional development and growth options.
• hirify.globalversary recognition program for long-term employees.