Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Building and managing strategic relationships with mid-market law firms across the APAC region to ensure they realize measurable value from hirify.global’s platform with an accent on customer engagement, renewals, and expansion opportunities. Focus on identifying opportunities to improve efficiency, optimize legal practice operations, and drive advocacy.

Location: Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.

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

• Build and manage strategic, value-based relationships with a portfolio of 40–60 mid-market law firms across the APAC region, maintaining net positive retention.
• Serve as the primary point of contact for customers and act as a trusted advisor on use-cases, best practices, and product functionality.
• Partner with customers to understand their business objectives, operational workflows, and technology ecosystem.
• Monitor product adoption and engagement, proactively supporting customers who may require additional help to improve adoption and long-term value.
• Identify opportunities to improve efficiency, optimise legal practice operations, and drive cross-sell or expansion opportunities.
• Be data-driven: track adoption, retention, Net Promoter Score, and customer health metrics to prioritise focus, improve experience, and expand advocacy.

Requirements

• 3+ years of experience in a customer-facing SaaS role such as Customer Success Manager, Account Manager, or similar.
• Demonstrated experience managing a portfolio of customers and driving retention and growth.
• Strong relationship management skills with the ability to engage stakeholders at multiple levels within an organisation.
• Experience leading customer meetings, business reviews, negotiation and strategic discussions.
• Commercial awareness with confidence in managing renewal and expansion conversations.
• Highly organised with the ability to prioritise effectively across a portfolio of customers.

Nice to have

• Experience working within the legal technology or professional services sector.
• Familiarity with SaaS platforms such as Salesforce or similar CRM tools.
• Experience working with API-driven or integrated software ecosystems.
• Experience in a high-growth or scaling SaaS environment.

Culture & Benefits

• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits.
• Hybrid work environment, with expectation for local hirify.globalns (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• Dedicated to diversity, equity and inclusion.
• Provides accessibility accommodations during the recruitment process.