Customer Success Lead (AI)

TL;DR

Customer Success Lead (AI): Managing strategic client relationships for a generative AI platform for litigators with an accent on adoption, retention, and account expansion. Focus on integrating the platform into complex litigation workflows and building the foundations of the Customer Success function.

Location: London-based and office-focused (4 days per week at WeWork Aldwych)

Company

hirify.global is a generative AI platform designed to transform the litigation landscape for the world's top law firms.

What you will do

• Manage a portfolio of strategic accounts across leading law firms and in-house legal teams, owning adoption and retention metrics.
• Drive product usage and expansion by identifying new opportunities within client organisations.
• Build trusted relationships with partners, associates, and innovation teams.
• Analyze usage data and trends to proactively manage customer health and growth opportunities.
• Partner with Product and Engineering teams to surface client feedback and influence the product roadmap.
• Develop the CS playbook, including processes, templates, and enablement materials.

Requirements

• 2–5 years of experience in a client-facing role (Customer Success, Account Management, Consulting) in B2B SaaS.
• Ability to communicate and calibrate messaging for different stakeholders, from associates to senior partners.
• Proficiency in interpreting usage data and turning it into commercial stories.
• Strong technical curiosity and ability to quickly master complex software and litigation workflows.
• Comfort with ambiguity in a fast-paced startup environment.
• Must be based in London and able to work from the office 4 days per week.

Nice to have

• Experience working with law firms or legal teams.

Culture & Benefits

• Competitive salary and meaningful equity in a rapidly growing company.
• High level of autonomy, visibility, and ownership.
• Budget for professional growth and learning.
• Bi-annual team retreats.