Customer Success Manager (LegalTech)

TL;DR

Customer Success Manager (LegalTech): Managing a portfolio of B2B SaaS accounts to drive product adoption, retention, and expansion with an accent on building trusted relationships and analyzing usage data. Focus on mitigating churn, conducting business reviews, and ensuring clients achieve measurable ROI through the platform.

Location: Must be based in and authorized to work in the US or Canada, with alignment to the EST schedule.

Company

hirify.global provides a secure, AI-forward Governance Ops software platform that helps legal, finance, and tax teams manage complex corporate and ownership data.

What you will do

• Own and build strong, trusted relationships with a dedicated portfolio of customers.
• Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals.
• Monitor customer health and product usage data to proactively drive engagement and feature adoption.
• Partner with internal teams like Onboarding, Support, and Product to ensure seamless implementations.
• Serve as a primary point of contact for customer issues and escalations.
• Prepare and execute regular business reviews to demonstrate ROI and align on business goals.

Requirements

• 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS.
• Must be based in and authorized to work in the US or Canada.
• Ability to work on an EST schedule.
• Proven ability to build trust with stakeholders and drive renewals.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage competing priorities.

Nice to have

• Familiarity with legal tech, governance, entity management, or private equity software.
• Experience working at a law firm or with an in-house legal team.
• Understanding of managing SaaS solutions within highly regulated enterprise environments.

Culture & Benefits

• Flexible remote-first work environment.
• Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus winter holiday shutdown.
• Comprehensive health, dental, and vision coverage, plus a Health Spending Account (HSA).
• Flexible parental leave benefits with top-ups.
• Dedicated work-from-home allowance.