Senior Customer Success Manager (Legaltech)

TL;DR

Senior Customer Success Manager (Legaltech): Managing high-value accounts for a legal AI platform with an accent on driving adoption, retention, and ROI. Focus on leveraging AI-powered analytics, facilitating executive business reviews, and guiding customers through AI integration.

Location: Hybrid; must be based in Vancouver, Calgary, or Toronto (minimum office attendance twice per week)

Salary: $96,600 – $130,600 CAD base + commissions ($17,000 – $23,000 CAD)

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of all sizes to work more efficiently and securely.

What you will do

• Establish trusted adviser relationships with high-value accounts and stakeholders to align products with strategic business goals.
• Utilize AI-powered analytics and usage metrics to deliver actionable insights and lead executive-level business reviews.
• Drive customer engagement, adoption, and workflow optimization to ensure high renewal and upsell outcomes.
• Coordinate with Product Management and Sales Engineering to advocate for customer needs and evaluate future product requirements.
• Act as a thought leader for AI adoption in legal practice management, guiding customers through change management.
• Coach and support fellow team members to maintain a culture of excellence and continuous improvement.

Requirements

• 4+ years of SaaS CSM experience focusing on retention, growth, and advocacy.
• Proven track record of owning and delivering on Customer Success KPIs.
• Proficiency with CS CRMs such as Gainsight, Totango, or Churnzero.
• Ability to communicate complex technical concepts to non-technical stakeholders and senior leadership.
• Strong understanding of cross-functional business processes (Sales, Marketing, Product, Support).
• Must be located in Vancouver, Calgary, or Toronto to meet hybrid work requirements.

Nice to have

• Experience in legal technology or a professional legal background.
• Demonstrated experience in enterprise account management.
• Experience working with API-driven applications.
• Proven track record in a dynamic startup environment.
• Practical experience with generative AI tools.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a flexible time-off policy (encouraged 20 days per year).
• $2,000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition program for long-term employee milestones.