Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Managing a portfolio of mid-market and enterprise accounts for an AI legal copilot with an accent on retention, onboarding, and ROI demonstration. Focus on driving platform adoption, handling objections, and maintaining high gross revenue retention (GRR).

Location: Remote (Australia)

Salary: A$113K – A$133K

Company

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

What you will do

• Manage a portfolio of mid-market and enterprise accounts to maintain 95%+ GRR.
• Lead onboarding and training for new customers to ensure effective platform adoption.
• Conduct regular Quarterly Business Reviews (QBRs) and identify growth opportunities.
• Analyze usage data to demonstrate ROI and drive engagement patterns.
• Manage renewals and coordinate with the expansion team on upsell opportunities.
• Act as the customer's advocate by providing product feedback to internal teams.

Requirements

• 2–3 years of customer success, account management, or sales experience in a SaaS startup.
• Proven success managing mid-market and enterprise accounts.
• Strong sales acumen and objection-handling skills.
• Proficiency with HubSpot and Stripe.
• Must be based in Australia.

Nice to have

• Proficiency in MixPanel for data analysis.
• Training in consultative sales methodologies (e.g., Sandler).
• Experience with legal technology or AI tools.
• Familiarity with customer success platforms.

Culture & Benefits

• Flexible work environment focused on outcomes and autonomy.
• Company-paid group benefits including $1,000 towards mental health support.
• Generous time off policies and annual holiday closure.
• Monthly paid meals and an annual wellness allowance.
• Competitive stock option grants for early employees.