Customer Success Operations Manager (SaaS)

TL;DR

Customer Success Operations Manager (SaaS): Designing strategies and programs to empower the Customer Success organization, ensuring SMB Customer Launch teams deliver effectively and efficiently. Focus on scaling the onboarding motion, building the end-to-end Professional Services engine, and engineering the CS Tech Stack.

Location: Available to candidates in Vancouver, Toronto hub offices or remote Canada locations (excluding Quebec)

Salary: $121,600 to $182,400 CAD

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Scale the Onboarding motion by identifying friction points and deploying solutions to handle higher volumes without sacrificing quality.
• Build the end-to-end Professional Services engine by designing operating models and systems to enable predictable delivery and efficient resource utilization.
• Partner with Onboarding and Professional Services leadership teams to translate high-level strategy and goals into concrete, executable projects.
• Partner with the GTM Systems team to translate business requirements into technical realities in key GTM and Post Sales systems.
• Lead and execute highly visible projects that span teams, partnering with various departments to fix "leaky buckets" in the customer lifecycle.
• Contribute to the continuous improvement of the Revenue Operations team by championing better ways of working and ensuring scalable solutions.

Requirements

• 8+ years of experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies.
• Experience with Professional Services Automation platforms, Customer onboarding platforms, or Customer Success platforms.
• Strong business acumen and understanding of key metrics for Customer Success organizations, specifically Onboarding and Professional Services teams.
• Process-curious and efficiency-obsessed with experience redesigning processes and leveraging AI tools to reduce administrative burden.
• Excellent organization and time management skills with experience creating and maintaining detailed project plans.
• Excellent verbal and written communication skills with the ability to communicate with stakeholders at all levels.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment, with expectation for local hirify.globalns to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.