Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Building and managing strategic relationships with mid-market law firms across the APAC region with an accent on maintaining net positive retention and serving as a trusted advisor. Focus on improving efficiency, optimizing legal practice operations, and driving cross-sell or expansion opportunities.

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

Salary: $91,700 to $107,900 to $124,100 AUD

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, ensuring hirify.global enhances their operations and client experience.
• Identify opportunities to improve efficiency, optimise legal practice operations, and drive cross-sell or expansion opportunities.
• Act as the voice of the customer, sharing feedback with Product, Sales, Onboarding, and internal teams to influence improvements.

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 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
• Our team shows up as their authentic selves, and are united by our mission.
• We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.