Manager, Customer Success (LegalTech)

TL;DR

Manager, Customer Success (LegalTech): Leading the SMB/Mid-Market CS team to drive retention and scalable engagement for 6,000 accounts with an accent on tech-touch models and data-driven health scoring. Focus on optimizing GRR and NRR, operationalizing one-to-many engagement strategies, and leveraging AI-powered tools to scale customer health.

Location: Hybrid / Remote-friendly (Must be based in the USA, specifically Lehi, Utah)

Salary: $120,000 - $130,000 plus 20% variable bonus

Company

hirify.global is the world’s #1 trusted cloud-based content management and productivity platform helping legal professionals optimize their work.

What you will do

• Lead and develop a team of 6 SMB/Mid-Market CSMs, fostering a high-accountability culture and building career pathing frameworks.
• Design and optimize a scalable tech-touch model and one-to-many engagement programs (automated journeys, webinars, digital success centers) for long-tail accounts.
• Own team-level GRR and NRR targets, managing renewal forecasting and operationalizing expansion signals through Gainsight and Salesforce.
• Develop and maintain customer journey playbooks, risk escalation protocols, and standardized QBR/EBR templates.
• Own customer health score design and calibration in Gainsight and establish reporting dashboards for leadership visibility.
• Collaborate cross-functionally with Sales, Marketing, and Product to align on handoffs, feedback loops, and NPS/CSAT initiatives.

Requirements

• 5+ years in Customer Success or Account Management within a B2B SaaS company.
• 2+ years of direct people management experience leading a CS team.
• Demonstrated track record of improving GRR and NRR in an SMB or mid-market segment.
• Hands-on experience building and running a tech-touch or digital CS model at scale (500+ accounts).
• Proficiency with Gainsight (playbooks, health scoring, orchestration) and Salesforce.
• Bachelor’s degree in Business or a related discipline, or equivalent professional experience.

Nice to have

• Experience in the legal technology or legal services industry.
• Professional experience using AI tools (Claude, ChatGPT, Microsoft Copilot) to accelerate research and communication.
• Experience managing CSMs with high account loads (500–1,500 accounts).
• Gainsight certification or experience with digital adoption platforms like Pendo.

Culture & Benefits

• 90% of healthcare premiums covered by the company and HSA contributions.
• 401K match at 4% with immediate vesting.
• Flexible PTO (typically 3 to 4 weeks per year) and 10 paid holidays.
• Monthly contributions for life activities and wellness.
• Access to LinkedIn Learning with dedicated monthly time for exploration.