Head Of Customer Success, Enterprise (AI)

TL;DR

Head of Customer Success, Enterprise (AI): Defining and executing the enterprise customer success strategy for the Americas to drive value realization and NRR for top law firms and legal departments with an accent on scaling CS teams and building operational playbooks. Focus on managing high-level executive relationships with C-suite stakeholders and optimizing expansion motions.

Location: San Francisco, New York

Salary: $276,000 – $325,000 USD

Company

hirify.global is an AI platform transforming legal and professional services through frontier agentic AI and an enterprise-grade platform.

What you will do

• Define and execute the enterprise CS strategy for the Americas, focusing on account segmentation and expansion motions.
• Recruit, coach, and lead 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 scalable CS processes, including onboarding frameworks, health scoring models, and renewal playbooks.
• Collaborate cross-functionally with Product, Engineering, and Sales to translate customer feedback into product insights.
• Engage directly with C-suite stakeholders, including General Counsels and Managing Partners, to drive strategic alignment.

Requirements

• 10+ years of experience in customer success, account management, or strategic consulting.
• 5+ years managing and scaling CS teams within an enterprise SaaS environment.
• Experience leading teams of 10+ across the US, Canada, and LATAM.
• Proven track record of exceeding NRR and expansion targets at scale.
• Strong executive presence for engaging with C-suite legal and business stakeholders.
• Analytical rigor and a builder's mentality for operating in fast-paced, ambiguous environments.

Nice to have

• Experience in legal technology or professional services, specifically selling into law firms.
• Familiarity with AI/LLM technology and experience evangelizing emerging tech.

Culture & Benefits

• Opportunity to be at the forefront of AI innovation in the legal industry.
• Chance to shape and scale a regional function during a period of hyper-growth.
• Collaborative, high-intensity work environment focused on excellence and personal growth.