Customer Success Manager

TL;DR

Customer Success Manager (SaaS/Legal Tech): Owning the success and health of a portfolio of private fund managers and backed companies across the full client lifecycle with an accent on client relationships, onboarding, and commercial growth. Focus on translating complex legal and financial needs into clear solutions, identifying expansion opportunities, and using customer success tooling and AI to manage engagement at scale.

Location: London, United Kingdom

Company

hirify.global provides an AI-native platform combining software, services, and legal infrastructure for private capital, supporting founders, fund managers, legal teams, companies, and equity holders worldwide.

What you will do

• Own the full client lifecycle, from onboarding with the legal delivery team through long-term account management.
• Monitor client health, engagement, and risks while developing proactive retention and satisfaction strategies.
• Build trusted relationships with fund managers and their legal teams by understanding their businesses, structures, and goals.
• Identify and advance cross-sell and upsell opportunities in partnership with sales.
• Coordinate with legal delivery, marketing, and operations on onboarding, communications, feedback, and service improvements.
• Represent client feedback and usage insights in service design, product prioritization, and go-to-market decisions while using CS tools and AI capabilities to manage the portfolio.

Requirements

• 5+ years of experience in Customer Success or Account Management, ideally in SaaS or professional/legal services.
• Experience owning clients throughout onboarding, growth, and mature relationship stages.
• Strong cross-functional collaboration, commercial judgment, and ability to identify expansion opportunities.
• Excellent written and verbal communication skills, with the ability to explain complex legal, financial, and operational concepts clearly.
• High emotional intelligence, curiosity, adaptability, and comfort working in a fast-paced, ambiguous environment.
• Experience with customer success tools and practical use of, or willingness to use, AI tools.

Nice to have

• Experience in a law firm, legal technology company, or in-house legal function.
• Experience with private markets, venture capital, private equity, or fund operations.

Culture & Benefits

• Work at the intersection of legal delivery, commercial strategy, operations, and AI-powered legal services.
• Opportunity to help shape customer success practices for hirify.global Law.
• Collaboration across hirify.global’s global organization and its London and Denmark locations.
• Equal opportunity employer committed to providing a positive interview experience and reasonable accommodations.