Team Lead, Customer Success Manager (AI)

TL;DR

Team Lead, Customer Success Manager (AI): Leading a team driving retention, adoption, and growth for hirify.global’s regional portfolio with an accent on delivering high-touch, strategic consultancy. Focus on building repeatable processes and playbooks, proactively identifying at-risk accounts, and capturing expansion opportunities.

Location: Hybrid work environment, with expectation for local hirify.globalns (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 supporting your team, attend industry events and conduct client on-sites to deepen relationships.
• Build a robust partnership with the Product team; act as the primary advocate for EMEA customers by translating feedback into clear technical specifications.
• Develop scalable, repeatable processes and playbooks that ensure efficient execution across the entire customer base.
• Conduct detailed reporting on customer behaviour, needs, and trends to inform team strategy.

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).
• Growth mindset when it comes to process improvement and new technologies, especially AI.

Nice to have

• 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.
• 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.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy.
• Pension contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• Our team shows up as their authentic selves, and are united by our mission.