Services and Customer Success Operations Manager (Enterprise, Legal AI)

TL;DR

Services and Customer Success Operations Manager (Enterprise, Legal AI): Building operational workflows and strategies for the new Enterprise business unit with an accent on Professional Services and Customer Success operations. Focus on designing high-touch engagement models, automating EBR prep and PSA tools, and engineering CS tech stack integrations like Salesforce and ChurnZero.

Location: Available in Vancouver, Calgary, or Toronto hub locations (hybrid, minimum twice per week in office) or remotely across Canada (excluding Québec) or the US.

Salary: $128,100 - $192,100 USD

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter.

What you will do

• Serve as primary operations partner for Enterprise Professional Services and Customer Success teams, translating goals into executable roadmaps.
• Design and execute strategic initiatives, programs, and projects supporting annual goals and OKRs.
• Build Enterprise motion including high-touch engagement models, EBR automation, and PSA tool implementation.
• Engineer CS tech stack by defining requirements, testing, and rolling out solutions in tools like Salesforce and ChurnZero.
• Lead cross-functional projects to improve customer lifecycle processes like Sales-to-Success handoffs and expansions.
• Contribute to Revenue Operations maturity through better processes and scalable solutions.

Requirements

• 8+ years in Customer Success Operations, Professional Services Operations, Revenue Operations, or CS Leadership at software companies supporting Enterprise Post Sales.
• Strong understanding of Enterprise Post Sales metrics for Onboarding/Professional Services and CS teams.
• Process redesign experience using AI tools (LLMs, sentiment analysis) for efficiency.
• Excellent organization, time management, data-driven approach, and communication skills.
• Experience with CS platforms (Gainsight, ChurnZero) and PSA tools (Certinia, Rocketlane) as power/business/technical admin.
• Ability to work independently and collaborate cross-functionally.

Culture & Benefits

• Competitive salary with top-tier health, dental, vision insurance.
• Hybrid work (twice weekly in office for local hubs), flexible time off (encouraged 20 days/year).
• EAP for counseling, 401k matching, Child Education Savings.
• hirify.globalversary recognition at milestones.
• Focus on diversity, inclusion, belonging, equity, and accessibility accommodations.