Team Lead, Customer Success Manager (Legal AI)

TL;DR

Team Lead, Customer Success Manager (Legal AI): Lead and mentor a team of Customer Success Managers handling mid-market portfolios, driving retention, product adoption, and revenue growth with an accent on data-driven customer journey optimization and performance management. Focus on designing scalable processes, analyzing customer health metrics, and collaborating cross-functionally to achieve KPIs like net retention and expansion.

Hybrid work: expectation for local team members in Vancouver, Calgary, Toronto (Canada), Dublin (Ireland), or Sydney (Australia) to be in office minimum twice per week.

Salary: $95,200–$142,800 CAD + commission $16,800–$25,200 CAD (uncapped).

Company

Global leader in legal AI technology, Canadian-based SaaS empowering legal professionals and law firms.

What you will do

• Coach and mentor North America-based team, fostering accountability, innovation, and high performance.
• Design data-driven initiatives to enhance customer satisfaction and optimize lifecycle stages.
• Oversee diverse portfolios with reporting and analysis to drive KPI attainment including retention and growth.
• Monitor customer health, identify at-risk accounts and expansion opportunities.
• Handle escalations, develop scalable processes and playbooks.
• Partner with Sales, Product, Marketing for alignment and advocate for customer needs.

Requirements

• 4+ years in B2B software Customer Success Management.
• 2+ years leadership experience as Team Lead or CSM.
• Experience with QBRs, scorecards, performance reviews, project management, BI tools.
• CS systems like Salesforce, Gainsight, ChurnZero.
• Experience owning escalations, growing/scaling CS teams.

Nice to have

• Proven track record in SMB/enterprise SaaS, startup/hypergrowth environments.
• Strong data analysis, process creation, and strategic prioritization skills.

Culture & Benefits

• Competitive salary with top-tier health, dental, vision insurance.
• Flexible time off with encouraged 20 days per year.
• $2000 annual counseling benefit, RRSP matching, RESP contributions.
• hirify.globalversary recognition at key milestones.
• Focus on diversity, equity, inclusion, and accessibility.