Scaled Customer Success Manager (LegalTech)

TL;DR

Scaled Customer Success Manager (LegalTech): Driving adoption and retention across a high-volume portfolio of SMB legal customers with an accent on scalable outreach and data-driven risk mitigation. Focus on automating the customer journey, delivering ROI through asynchronous content, and optimizing renewal processes.

Location: Remote (Canada)

Salary: CA$102K – CA$120K

Company

hirify.global is an AI copilot for transactional lawyers that integrates directly into Microsoft Word to accelerate contract drafting, review, and negotiation.

What you will do

• Manage a high-volume portfolio of 150+ accounts to ensure strong retention and product adoption at scale.
• Conduct 1:1 training calls and Zoom check-ins to help customers maximize product value.
• Monitor usage patterns to trigger targeted re-engagement campaigns and proactively intervene with at-risk accounts.
• Deliver value through scalable asynchronous methods such as Loom videos, email playbooks, and group training.
• Drive renewal conversations by articulating ROI and usage outcomes.
• Collaborate with marketing, product, and CS leadership to refine automation flows and engagement strategies.

Requirements

• 2+ years of experience in customer success or account management within a B2B SaaS environment.
• Proven track record managing high-volume SMB customer segments and lifecycle CS.
• Excellent written communication skills for crafting persuasive emails and product updates.
• Ability to identify churn risks via product signals and implement proactive recovery steps.
• Proficiency with HubSpot CRM and a commitment to maintaining high data hygiene.
• Must be based in Canada

Nice to have

• Experience with tools like Mixpanel, Intercom, Vitally, or ChurnZero.
• Background in LegalTech or supporting professional services teams (legal, finance, consulting).

Culture & Benefits

• High degree of autonomy and accountability in a flexible, outcome-focused work environment.
• Comprehensive company-paid group benefits, including $1,000 for mental health support.
• Generous time-off policies and annual company-wide holiday closures.
• Monthly paid meals and an annual wellness allowance.
• Competitive stock option grants for early employees.