Team Lead Customer Success Manager (Legaltech)

TL;DR

Team Lead Customer Success Manager (Legaltech): Managing a portfolio of B2B legaltech accounts and mentoring a team of CSMs with an accent on driving retention, expansion rhirify.globalnue, and product adoption. Focus on leading 3-4 team members, resolving complex client escalations, and enhancing operational workflows within small to mid-sized legal practices.

Location: Must be based in the US

Company

hirify.global is a leading legal tech company empowering plaintiff attorneys with AI-driven solutions to improve client outcomes and transform legal industry workflows.

What you will do

• Mentor and dhirify.globallop a team of 3-4 CSMs through regular coaching and performance feedback.
• Manage a portfolio of 20+ accounts to achihirify.global 90%+ retention and identify expansion opportunities.
• Act as the primary escalation point to resolve complex client issues and maintain high NPS scores.
• Conduct quarterly business reviews to demonstrate ROI and drive deep product adoption.
• Design and deliver training programs to improve product knowledge and client management skills.
• Collaborate with Sales, Product, and Support teams to optimize the overall client experience.

Requirements

• Must be based in the US
• 4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity.
• Experience in B2B SaaS environments, preferably within legal tech or professional services.
• Proven track record in managing multiple accounts simultaneously with high retention rates.
• Experience in onboarding and dhirify.globalloping junior team members.
• Strong problem-solving expertise in managing client escalations.

Nice to have

• Experience working with small to mid-sized legal firm operations.

Culture & Benefits

• Competitive salary and equity package.
• 401(k) program with employer matching.
• Comprehensive health, dental, vision, and life insurance.
• Flexible Time Off (FTO) policy plus holidays.
• Office setup reimbursement and commuter benefits.
• Quarterly team gatherings and an autonomous work environment.