Customer Success Manager (Enterprise Legal)

TL;DR

Customer Success Manager (Enterprise Legal): Partner with large U.S. law firms to maximize value from hirify.global’s eDiscovery platform with an accent on onboarding, adoption, workflow optimization, and generative AI integration. Focus on owning retention and growth, building trusted relationships, and collaborating cross-functionally to drive customer success.

Location: Hybrid in New York City or Oakland offices (in office M/W/Th, work from home Tu/Fr). Must be authorized to work in the United States; no visa sponsorship.

Salary: $116,000 - $148,000 + incentive pay/commission

Company

hirify.global is an eDiscovery SaaS platform used by law firms, government agencies, and corporations to manage documents in litigation, investigations, and arbitrations.

What you will do

• Own retention and growth for your book of enterprise legal customers, including renewals and expansion opportunities.
• Build trusted relationships with stakeholders from users to executives.
• Guide customers on adopting hirify.global to fit their workflows and goals.
• Lead check-ins, success reviews, demos, and usage discussions.
• Train customers on features, including generative AI capabilities.
• Identify risks, solve problems proactively, and partner with Sales, Product, Education, and Support teams.

Requirements

• At least 4 years in customer success with enterprise SaaS or consumption-based tech customers.
• Experience as trusted advisor with workflow expertise and change management.
• Data-driven with growth strategies, account planning, and metrics focus.
• Ability to navigate complex orgs, influence behavior, and present to executives.
• Strong communication, time management, and adaptability in fast-paced settings.
• Authorized to work in the US; no visa sponsorship.

Nice to have

• Industry experience in eDiscovery, legal tech, or software consulting.

Culture & Benefits

• Open, democratic culture with focus on professional growth, annual L&D stipend, and career check-ins.
• Equity, 401(k) matching, health/dental/vision, FSA, paid parental/sick leave, 17 vacation days + holidays.
• Flexible WFH on Tu/Fr, home internet reimbursement, customizable hardware, office perks.
• Mental health support via Modern Health, volunteer time, company events.

Hiring process

• Onboarding with product, policy, and team sessions to integrate quickly.
• Expected to ramp up as product expert for coaching and training.