Implementation Manager, Customer Success (Ad-Tech)

Location: Canada; remote-first environment.

Salary: $85,000–$95,000 CAD annually.

Company

hirify.global partners with retailers and brands to deliver digital promotions and savings experiences to shoppers, and joined Shopfully in 2024 to form a global sector leader.

What you will do

• Lead customer implementation processes from kickoff through go-live, including solution configuration, internal integrations, vendor management, onboarding, training, and early product adoption.
• Own project plans, timelines, risks, stakeholder communication, resource alignment, and delivery of retailer onboardings, product integrations, and launches.
• Build relationships with internal and external stakeholders, resolve complex implementation issues, and lead Implementation Specialists.
• Design scalable onboarding processes, documentation, reporting dashboards, playbooks, and training programs.
• Represent customer feedback to product teams, synthesize retailer and account metrics, and drive product, process, and retention improvements.
• Mentor team members and support KPI tracking, coaching, performance management, capacity planning, and career development where applicable.

Requirements

• 5+ years of experience in customer success, project management, or implementation, preferably in the Ad-Tech or SaaS space.
• Excellent verbal and written communication skills, with the ability to build trust and influence strategic decisions across internal and external leadership teams.
• Experience managing multiple complex projects, including timeline management, risk mitigation, and workback schedule development.
• Strong analytical and problem-solving skills for identifying and mitigating implementation risks.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience with CRM and project management tools such as Salesforce, Gainsight, Asana, or Jira.
• Proactive interest in emerging digital merchandising trends and using data and AI tools to improve team efficiency.

Culture & Benefits

• Remote-first environment with flexibility to do your best work from anywhere within the role's location constraints.
• Highly flexible benefits and compensation aligned with impact, growth, and performance.
• Tools and opportunities for professional development and accelerated career growth.
• Inclusive, collaborative environment focused on transparency, learning, empathy, continuous improvement, and employee ownership.
• Equal opportunity employer committed to accommodations throughout the selection process.

Hiring process

• Submit an application through the company's application form; a recruitment team member will respond in the coming weeks.
• AI is used only for administrative scheduling and keyword identification; application evaluation and hiring decisions are completed by people.