Customer Success Manager (Legal AI)

TL;DR

Customer Success Manager (Legal AI): Managing high-value accounts in the UK and Ireland to drive adoption and retention of legal technology solutions with an accent on relationship building and strategic growth. Focus on delivering business reviews, managing customer escalations, and identifying expansion opportunities within the legal tech ecosystem.

Location: Hybrid (Dublin or London); must be in office minimum twice per week

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals and law firms to work more efficiently and increasing access to justice.

What you will do

• Develop and manage value-based relationships with a portfolio of high-value accounts to ensure net positive retention.
• Act as a trusted business partner providing guidance on use-cases, best practices, and product functionality.
• Manage customer feedback loops through cross-functional collaboration with Product, Sales, and Onboarding teams.
• Deliver regular Business Reviews to demonstrate ROI and value to the customer base.
• Identify cross-sell and expansion opportunities and perform in-depth product demonstrations.
• Use data-driven metrics, including Net Promoter Score (NPS) and customer health, to prioritize focus and improve experience.

Requirements

• 3+ years of customer-facing experience in a B2B or Enterprise SaaS environment (CSM, Account Executive, or Sales Engineer).
• Strong communication and relationship leadership skills to navigate organizations and champion partnerships.
• Proven ability to prioritize and multi-task in ambiguous environments.
• Confidence in leading and facilitating executive meetings and workshops.
• Experience with account planning and executing customer success plans.
• Must be based in or near Dublin or London to meet hybrid office requirements (min 2 days/week).

Nice to have

• Experience with Salesforce or similar SaaS tools.
• Exposure to the legal industry or legal technology.
• Experience working with API-driven applications.
• Track record of working in a dynamic, fast-paced startup environment.

Culture & Benefits

• Hybrid work environment with flexible time off policy.
• Competitive, equitable salary with top-tier health and dental coverage.
• Company pension contributions.
• hirify.globalversary recognition program for long-term employee milestones.