Customer Success Manager

TL;DR

Customer Success Manager (Legal Tech): Driving product adoption and strategic growth for EMEA accounts with an accent on ROI alignment and utilization optimization. Focus on building trusted-advisor relationships, orchestrating cross-functional success plans, and mitigating churn within the legal data intelligence sector.

Location: Hybrid role based in London

Company

hirify.global provides a comprehensive suite of software products for legal data intelligence and e-discovery.

What you will do

• Develop and maintain trusted-advisor relationships with EMEA accounts to ensure product value realization.
• Collaborate with Account Executives to build and execute success plans that align with customer ROI goals.
• Conduct Annual Business Reviews to align leadership on achieved outcomes and future targets.
• Analyze customer usage and account health to proactively mitigate renewal risks and identify expansion opportunities.
• Project manage complex initiatives, including onboarding new products across different geographies.
• Act as the internal voice of the customer to provide feedback and drive product improvements.

Requirements

• 4+ years of customer-facing experience in the Legal Data Intelligence industry.
• Proven expertise in managing accounts within a software technology environment.
• Strong ability to balance tactical issue resolution with long-term strategic vision.
• Excellent business writing and presentation skills.
• Ability to identify business process pain points and provide effective, solution-oriented feedback.
• Strong collaborative skills to thrive in a cross-functional team environment.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Parental leave support for primary and secondary caregivers.
• Two week-long company-wide breaks per year.
• Additional paid time off and long-term incentive programs.
• Collaborative work environment focused on professional growth and customer success.