Director, Customer Success Management (SaaS)

Location: USA - New York City, NY. Applicants may be required to appear onsite at a hirify.global office during the recruitment process.

Salary: $165,400–$295,600 USD annually, plus eligibility for a bonus.

Company

hirify.global ELM Solutions provides enterprise legal management software, including TyMetrix 360°, Legal Bill Analyzer, Passport, and Expert AI capabilities.

What you will do

• Build and lead the Customer Success function within the Sales organization from the ground up.
• Design segmented coverage models for strategic, growth, and scaled enterprise accounts, and hire approximately eight Customer Success Managers for the 2026 rollout.
• Own Gross Retention Rate and co-own Net Revenue Retention with Account Management through proactive renewal planning and expansion initiatives.
• Develop success plans, adoption programs, value frameworks, and executive-level ROI stories for customers.
• Establish Salesforce-based customer health scoring, early-warning indicators, risk mitigation plans, and executive escalation paths.
• Define KPIs, dashboards, playbooks, reporting cadence, and cross-functional operating rhythms across Sales, Account Management, Product, Professional Services, Delivery, and Marketing.

Requirements

• 10+ years of experience in SaaS or enterprise software customer-facing roles.
• Proven experience building or scaling a Customer Experience or Customer Success function.
• Strong track record in retention and expansion across complex enterprise accounts.
• Experience with platform adoption and transformation programs.
• Deep understanding of SaaS metrics and customer lifecycle management.
• Executive presence and the ability to engage General Counsel and Legal Operations leaders.

Culture & Benefits

• Commercial Customer Success role with direct influence on retention, pipeline quality, deal conversion, and expansion.
• Medical, dental, and vision plans.
• 401(k), FSA/HSA, commuter benefits, and tuition assistance.
• Vacation, sick time, and paid parental leave.
• Interviews may include in-person participation; AI-generated responses or third-party assistance during interviews may lead to disqualification.

Hiring process

• Interviews assess individual skills, experience, and communication style without AI tools or external prompts.
• Applicants may be required to attend interviews onsite at a hirify.global office.