Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Serving as a strategic partner to top corporations, guiding them through eDiscovery workflows and GAI strategy integration with an accent on driving adoption, net dollar retention, and value realization. Focus on building high-trust relationships with executive and practice group leaders to manage complex corporate accounts and ensure long-term customer success.

Location: Must be based in or able to commute to Oakland, CA or New York City, NY. Hybrid schedule: In-office M/W/Th, work-from-home Tu/Fr.

Salary: $157,000–$199,000 (plus incentive pay/commission).

Company

hirify.global is a legal technology company building an AI-powered platform that enables law firms, government agencies, and corporations to analyze and search through massive volumes of evidence in high-profile investigations and lawsuits.

What you will do

• Manage a strategic book of business, focusing on net dollar retention, case growth, and account health.
• Act as a trusted advisor to General Counsel and Legal Operations leaders, tying platform capabilities to corporate business outcomes.
• Conduct high-impact demos and consultations to showcase eDiscovery and GAI use cases.
• Lead change management initiatives to drive feature adoption and shorten time-to-value for complex organizations.
• Analyze usage metrics and health indicators to proactively identify expansion opportunities and mitigate churn.
• Mentor early-in-career teammates and contribute to refining customer success processes and best practices.

Requirements

• Minimum 8 years of experience in Customer Success within enterprise SaaS, with a preference for Legal/LegalOps/Compliance backgrounds.
• Authorized to work in the United States (no visa sponsorship provided).
• Strong executive presence and ability to communicate complex concepts to senior stakeholders.
• Experience navigating large, complex corporate environments (e.g., Fortune 500).
• Proven track record of managing renewals, expansion, and account growth through consultative methods.
• Analytical mindset with the ability to manage competing priorities with minimal oversight.

Nice to have

• Deep knowledge of legal industry workflows and eDiscovery processes.
• Experience with GAI (Generative AI) product strategy in a professional services context.

Culture & Benefits

• Comprehensive health, dental, and vision insurance with 401(k) matching.
• Annual stipend for learning and development and professional dues.
• 17 days of paid vacation, 11 federal holidays, and paid parental leave.
• Modern Health membership for mental health and wellness support.
• Collaborative, open, and democratic office culture with regular company-wide events.
• Flexible work-from-home policy on Tuesdays and Fridays.