Mid-Market Customer Success Manager

TL;DR

Mid-Market Customer Success Manager (AI/LLMs): Guide mid-market clients through onboarding and adoption of hirify.global, with an accent on integrating AI solutions into client workflows and driving measurable value through training, enablement, and customer health monitoring. Focus on building scalable 1:many success motions, creating playbooks and automation, and using adoption metrics to support renewals and expansion while feeding client insights back into product and services.

Location: San Francisco

Salary: $125,000 – $145,000 USD (OTE)

Company

hirify.global builds an enterprise platform that uses agentic AI to transform legal and professional services workflows.

What you will do

• Lead strategic implementation by integrating hirify.global into client workflows to ensure seamless adoption of AI solutions.
• Deliver training and enablement, evangelizing LLM capabilities and helping end users adopt hirify.global daily.
• Own client relationship management for 40+ mid-market clients, acting as a trusted advisor and ensuring a superior customer experience.
• Create scalable processes using documentation, playbooks, self-help materials, email cadences, and automation.
• Manage success metrics using adoption rates, benchmarks, and other KPIs to drive satisfaction and high ROI.
• Monitor customer health, drive engagement, and relay client insights back to internal product and services teams.

Requirements

• Experience from legal firms or SaaS organizations, including managing a high volume of client cases/customers.
• Strong communication and strategic planning skills to influence stakeholders at multiple levels.
• Ability to prioritize effectively and handle demanding customers with results-driven execution.
• Team-first mindset with empathy, structure, and collaboration.
• Experience with Salesforce and Catalyst is preferred (not required).

Culture & Benefits

• Work at the forefront of AI technology and innovation, directly impacting how clients operate.
• Opportunity to shape the Customer Success program by building best-in-class playbooks and processes.
• Collaborative environment focused on growth, learning, and development.