Senior Business Systems Manager (SaaS)

TL;DR

Senior Business Systems Manager (SaaS): Owning the customer lifecycle technology stack (Salesforce, Zendesk) to optimize post-sale motions with an accent on system strategy, retention, and expansion. Focus on implementing AI-powered tooling, managing cross-functional programs, and aligning technical constraints with business outcomes.

Location: Must be based in Canada (Remote/Hybrid options available with an office in Vancouver, BC)

Salary: 108,000 - 135,000 CAD per year

Company

hirify.global is a WebOps platform that powers the open web, running over 300,000 sites in the cloud for global organizations.

What you will do

• Develop and maintain the technology roadmap for Customer Success, Support, and Professional Services, primarily using Salesforce and Zendesk.
• Drive large-scale, cross-functional programs that align CS, Support, Finance, and RevOps around customer health outcomes.
• Act as the authoritative systems voice for leadership, translating ambiguous business problems into clear technical direction.
• Own platform vendor relationships, managing the process from procurement and contract review through performance management.
• Define KPIs for customer journey systems and build reporting dashboards to hold platforms accountable to outcomes.
• Establish governance standards for lifecycle systems and deliver change management, training, and documentation.

Requirements

• 7+ years of experience managing enterprise SaaS platforms in a business systems, revenue operations, or systems architecture capacity.
• Deep, hands-on expertise with Salesforce (Service Cloud and/or Sales Cloud required).
• Deep, hands-on expertise with the Zendesk ecosystem, including AI-powered capabilities like Zendesk Copilot.
• Experience with customer data platforms (CDPs) and customer health scoring tools.
• Demonstrated AI fluency and a track record of evaluating or implementing AI-powered tooling in business systems.
• Location: Must be based in Canada.

Nice to have

• Salesforce (Admin, BA, or App Builder) or Zendesk Administrator certifications.
• Experience with integration tooling such as Workato or Boomi.
• Knowledge of Agile/Scrum delivery methodologies.
• Experience working with Claude or Claude Code in a business systems context.

Culture & Benefits

• Competitive compensation package including an equity plan.
• Comprehensive medical coverage, including dental and vision.
• Paid Time Off (PTO), Paid Sick Leave (PSL), and 11 paid company holidays.
• Top-of-the-line equipment and access to an office workspace in Vancouver, BC.
• Monthly allowance for wellness, reading, and access to LinkedIn Learning.