Customer Success Manager (eDiscovery)

TL;DR

Customer Success Manager (eDiscovery): Managing customer relationships and ensuring maximum value from the hirify.global software platform with an accent on product adoption, account risk mitigation, and upsell identification. Focus on establishing eDiscovery strategies, conducting Quarterly Business Reviews, and collaborating with internal teams to align product roadmaps with client needs.

Location: Fully in-person role based in Chicago, Illinois (traditional five-day work week)

Salary: $87,550 – $103,000 plus sales commission

Company

hirify.global provides an advanced software platform specialized in eDiscovery and data forensics.

What you will do

• Onboard clients to the hirify.global platform and proactively manage the needs of multiple accounts.
• Identify and mitigate renewal risks by monitoring customer health and managing escalations.
• Conduct Quarterly Business Reviews (QBRs) to gauge satisfaction and discuss the client relationship.
• Identify upsell opportunities to increase revenue and drive additional product usage.
• Track and report usage metrics to identify trends and provide walkthroughs for new product releases.
• Act as the voice of the customer internally to influence the product roadmap.

Requirements

• Must be based in Chicago, Illinois for full-time onsite work.
• Bachelor’s degree in technology (Computer Science, IT) or a legal field (Paralegal, JD).
• 3-5 years of experience in account management or consulting within eDiscovery, data forensics, or the legal industry.
• Certification in hirify.global, Brainspace, ACEDS, or other eDiscovery tools.
• Proven track record in Sales, Customer Success, or Support within Legal/eDiscovery technology.

Nice to have

• Project Management experience or PMP certification.

Culture & Benefits

• 401k match program and comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA).
• Paid vacation, sick, personal days, and public holidays.
• Childbirth recovery and bonding leave policies.
• Access to an onsite gym and recreational area at the Chicago office.
• Collaborative, friendly in-office environment with professional development opportunities.