Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Develop and manage value-based relationships with a portfolio of hirify.global's highest-value accounts with an accent on driving customer engagement, satisfaction, and retention. Focus on leveraging AI-powered insights to identify customer needs, optimize workflows, and guide adoption of AI product capabilities for measurable business impact.

Location: Hybrid in Vancouver, Calgary, or Toronto, Canada (minimum two days per week in office).

Salary: $75,200–$101,800 CAD annually, plus commission range of $13,300–$17,900 CAD annually.

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

• Develop and manage value-based relationships with high-value accounts, maintaining net positive retention.
• Drive customer engagement and satisfaction, focusing on adoption and workflow optimization for strong renewal and upsell.
• Partner with customers as a trusted business partner to understand their needs and enhance their ecosystem with hirify.global’s solutions.
• Leverage AI-powered insights and tools to proactively identify customer needs and guide adoption of AI product capabilities.
• Deliver regular Business Reviews to demonstrate value and ROI, and manage customer escalations collaboratively.
• Collaborate cross-functionally with Product, Sales, and Onboarding teams to share customer feedback and identify growth opportunities.

Requirements

• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, or Sales Engineer.
• Strong communication and relationship leadership skills, with the ability to effectively navigate organizations and champion joint partnerships.
• Ability to prioritize, multi-task, and perform optimally in ambiguous environments.
• Proactive customer management and sales instincts with a drive to promote revenue and growth.
• Highly effective at leading and facilitating executive meetings and workshops.
• Experience with account planning, managing, and executing customer success plans.

Nice to have

• Experience with Salesforce or other SaaS tools.
• Proven track record of portfolio management and understanding of Customer Success.
• Experience working with API-driven applications.
• Proven track record in a dynamic startup environment.

Culture & Benefits

• Competitive and equitable salary with top-tier health, dental, and vision insurance.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• Commitment to diversity, equity, inclusion, and belonging, with accessibility accommodations provided during recruitment.