Sr. Customer Success Manager (Legal Tech)

TL;DR

Sr. Customer Success Manager (SaaS): Managing a portfolio of legal industry clients to ensure long-term retention and product adoption with an accent on strategic relationship building and churn mitigation. Focus on onboarding new customers, driving account growth through upsells, and conducting data-driven business reviews.

Location: Hybrid in Lehi, Utah, United States

Salary: $85,000 - $95,000 base plus 20% variable bonus

Company

hirify.global is a leading cloud-based content management and productivity platform specifically designed for legal professionals.

What you will do

• Act as the primary point of contact and consultative advisor for a portfolio of legal industry clients.
• Manage the full onboarding process for new customers to ensure smooth product adoption tailored to legal workflows.
• Utilize Gainsight to monitor account health, automate workflows, and proactively manage churn risks.
• Identify upsell and cross-sell opportunities to drive account expansion and growth.
• Conduct regular Quarterly Business Reviews (QBRs) to demonstrate ROI using data from Salesforce, Splunk, and Power BI.
• Advocate for client needs internally to influence the product roadmap and improve user experience.

Requirements

• Bachelor’s degree in a Business discipline or equivalent professional experience.
• 4+ years of experience in account management, customer success, or project management within a SaaS company.
• Must be based in or able to work in Lehi, Utah (Hybrid).

Nice to have

• Experience working within the legal industry.
• Proficiency with Gainsight and Salesforce.

Culture & Benefits

• 90% company-covered healthcare premiums and HSA contributions.
• 401K match at 4% with immediate vesting.
• Flexible PTO (typically 3 to 4 weeks per year) and 10 paid holidays.
• Monthly contributions for life activities and wellness.
• Access to LinkedIn Learning with dedicated monthly time for professional development.