Head Of Customer Success (AI)

TL;DR

Head of Customer Success, Enterprise (AI): Leading the enterprise customer success strategy and team across the Americas to drive value realization and adoption of an AI-powered legal platform. Focus on scaling CS operations, managing NRR, and building executive relationships with top law firms and legal departments.

Location: New York

Salary: $276,000 – $325,000 USD

Company

hirify.global is an AI-driven platform transforming legal and professional services through agentic AI and deep domain expertise.

What you will do

• Define and execute the enterprise CS strategy for the Americas, including segmentation and expansion motions.
• Recruit, coach, and develop a high-performing team of Enterprise CSMs and CS Leaders.
• Own net revenue retention (NRR), adoption, and renewal targets for the Americas enterprise book of business.
• Build and refine scalable CS processes such as onboarding frameworks, health scoring, and renewal playbooks.
• Partner with Product, Engineering, and Sales to translate customer feedback into actionable product insights.
• Engage directly with C-suite stakeholders at strategic accounts to drive alignment and value.

Requirements

• 10+ years of experience in customer success, account management, or strategic consulting.
• 5+ years of experience managing and scaling CS teams in an enterprise SaaS environment.
• Proven track record of owning and exceeding NRR, adoption, and expansion targets.
• Experience leading teams across multiple segments and geographies including the US, Canada, and LATAM.
• Strong executive presence with the ability to engage C-suite legal and business stakeholders.
• Analytical rigor with the ability to lead with data and build dashboards for decision-making.

Nice to have

• Experience in legal technology or professional services.
• Familiarity with AI/LLM technology and evangelizing emerging tech to risk-averse audiences.

Culture & Benefits

• Opportunity to shape a function at a generational company during a period of hyper-growth.
• Collaborative, high-intensity work environment focused on decisiveness and simplicity.
• Direct impact on the evolution of the legal industry through frontier AI technology.