Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Driving adoption, enablement, and measurable business value for AI products used by legal teams with an accent on consultative customer success, technical education, and workflow transformation. Focus on translating generative AI and automation capabilities into practical use cases, shaping product strategy through customer insights, and scaling adoption across enterprise law firms.

Location: Remote within the USA; employees living in New York City or New Jersey must follow a hybrid schedule and work from the Manhattan office 6 days per month.

Salary: $100,000–$120,000 base salary, plus bonus opportunity and benefits.

Company

hirify.global provides an AI-enabled legal operations platform used by law firms and legal departments to standardize, measure, and improve legal services.

What you will do

• Manage a portfolio of AI customers, providing strategic guidance, consulting, and ongoing support.
• Lead onboarding and enablement to help legal professionals incorporate AI into daily workflows.
• Identify expansion opportunities through new use cases, success stories, and data-driven recommendations.
• Create playbooks, best practices, and success frameworks to accelerate AI adoption.
• Collect customer feedback and emerging use cases through structured interviews and check-ins.
• Partner with Product, Engineering, Sales, Marketing, and LSAP to influence roadmap, enablement, and customer experience.

Requirements

• 5 years of Customer Success experience in a SaaS environment.
• Strong technical aptitude and the ability to explain and apply generative AI, prompt-based workflows, and automation in business contexts.
• Experience driving adoption of complex or emerging technology, preferably AI-powered or data-driven products.
• Proven consultative customer success experience, including relationship building, value realization, renewals, and expansion.
• Strong analytical, storytelling, written, verbal, presentation, and user-training skills.
• Comfort working cross-functionally with Product, Engineering, Sales, and Marketing.

Culture & Benefits

• Fully remote work for most US-based employees.
• Hybrid work in the Manhattan office for employees living in New York City and New Jersey.
• Bonus opportunity and benefits in addition to the base salary.
• Opportunity to influence AI product strategy and help legal organizations adopt emerging technology.