Senior Customer Success Manager (Legaltech)

TL;DR

Senior Customer Success Manager (Legaltech): Managing a portfolio of complex B2B SaaS accounts to drive retention and strategic growth with an accent on Net Dollar Retention (NDR) and expansion. Focus on developing value-driven success plans, mitigating churn risks, and optimizing internal CS playbooks.

Location: Remote (Must be based in and authorized to work in the US or Canada, working on an EST schedule)

Salary: 90,000 - 130,000 CAD per year

Company

hirify.global provides software to help legal, finance, and tax teams manage business entities and corporate structures for audit readiness.

What you will do

• Own and build strategic relationships with a dedicated portfolio of complex customer accounts.
• Drive customer renewal and retention to consistently exceed quarterly Net Dollar Retention (NDR) goals.
• Identify and execute revenue growth opportunities, managing expansion and upsell negotiations.
• Develop and pilot innovative strategies to increase customer engagement and product adoption.
• Coordinate seamless onboarding and training, specifically for multi-faceted or global implementations.
• Execute high-impact quarterly business reviews (QBRs) to demonstrate ROI and identify growth.

Requirements

• 6+ years of success in a commercially-focused Customer Success role within a B2B SaaS environment.
• Domain knowledge in legal tech, governance, entity/equity management, or private equity software.
• Proven ability to navigate complex political landscapes within client organizations and build trust with senior executives.
• Proactive commercial drive with experience driving deals through to close.
• Must be based in and authorized to work in the US or Canada.
• Ability to work on an EST schedule.

Nice to have

• Experience managing enterprise SaaS solutions within highly regulated environments.
• Previous experience working at a law firm or with an in-house legal team.
• Ongoing interest in corporate governance and legal regulations.

Culture & Benefits

• Fast-paced startup environment valuing outcome-driven results, ownership, and strategic speed.
• Remote-first model with a dedicated work-from-home allowance.
• Generous time off: minimum 3 weeks vacation, 5 sick days, 6 personal days, and a company-wide winter shutdown.
• Comprehensive health, dental, and vision coverage, including a Health Spending Account (HSA).
• Flexible parental leave benefits with top-ups.