Customer Success Manager

TL;DR

Customer Success Manager: Ensuring clients achieve maximum value from hirify.global’s products and services through proactive monitoring, technical support, and adoption-focused guidance. Focus on driving customer retention by resolving queue processing errors, standardizing best practices, and coordinating cross-functional escalations to improve outcomes.

Location: Remote (United States, accommodating every US time zone, Hawaii included)

Company

hirify.global builds software for legal industry innovation, helping streamline legal workflows.

What you will do

• Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors.
• Build and maintain long-term client relationships while driving seamless adoption and ongoing success.
• Develop deep product expertise to provide effective technical support and guidance.
• Support onboarding and implementation for new clients, including technical configuration and setup.
• Partner with internal teams to escalate and resolve product issues efficiently.
• Plan and deliver client training to improve usage, self-sufficiency, and outcomes.

Requirements

• Bachelor’s degree in Business, Information Technology, or a related field (advanced degree a plus).
• 2+ years of successful docketing or legal software support experience preferred.
• Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred.
• Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders.
• Ability to lead cross-functional work and manage multiple concurrent projects.
• Excellent requirements-gathering and analytical skills, with strong documentation habits.

Culture & Benefits

• Fully remote role with flexibility across every US time zone (including Hawaii).
• Insurance options covering health, dental, vision, and life.
• Discretionary Time Off (DTO) in addition to scheduled vacations and holidays, subject to supervisor approval.
• Opportunity to participate in employee stock options and a 401K plan.

Hiring process

• Interviews to assess client success experience, technical support capability, and communication skills.
• Evaluation of experience with legal technology workflows and cross-functional issue resolution.