Program Manager, Digital Customer Success (AI)

TL;DR

Program Manager, Digital Customer Success (AI): Designing and executing scaled retention and adoption programs for a high-volume SMB base with an accent on personalized digital touchpoints and automation. Focus on building AI-assisted workflows, reducing churn, and increasing NRR through data-driven customer journeys.

Location: Hybrid; must be based in Vancouver, Calgary, Toronto, Dublin, London, New York City, or Sydney (minimum 2 days per week in office).

Salary: $76,500 – $103,500 CAD

Company

Global leader in legal AI technology empowering legal professionals and law firms to work smarter, faster, and more securely.

What you will do

• Manage day-to-day execution of digital customer success programs, including journey configuration, trigger logic, and segmentation.
• Identify and implement AI-assisted workflows to automate operations and streamline processes.
• Develop and maintain program governance frameworks, playbooks, and operational SOPs.
• Analyze program performance using engagement metrics, churn indicators, and NRR impact.
• Collaborate with Marketing and Customer Education to align content across email, in-app messaging, and educational resources.

Requirements

• 2–4 years of experience in program management, customer success, or revenue operations.
• Hands-on experience with CS or marketing automation platforms such as ChurnZero, Gainsight, or Totango.
• Proven ability to manage multiple concurrent workstreams with strong attention to detail.
• Comfort working with data, pulling reports, and building dashboards for stakeholders.
• Must be based in or near one of the hub offices (Vancouver, Calgary, Toronto, Dublin, London, New York City, or Sydney).

Nice to have

• Familiarity with the legal technology sector.
• Background in customer lifecycle marketing, email automation, or in-app engagement.
• Exposure to customer health scoring frameworks or adoption metrics.

Culture & Benefits

• Hybrid work environment with a focus on high-performing culture.
• Competitive salary with top-tier health, dental, and vision insurance.
• Flexible time off policy with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition program for long-term tenure.