Customer Success Operations Manager (AI)

TL;DR

Customer Success Operations Manager (AI): Designing and scaling the onboarding and professional services engine for a legal AI platform with an accent on workflow automation, tech-stack engineering, and AI integration. Focus on removing friction in the customer lifecycle, implementing PSA tools, and building agentic human-in-the-loop experiences.

Location: Must be based in the USA or Canada (excluding Quebec); Hybrid options available in Vancouver, Calgary, and Toronto

Salary: $128,100 – $192,100 USD

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals and law firms to work smarter and more securely.

What you will do

• Scale the customer onboarding motion by deploying AI-powered digital programs and removing manual administrative work.
• Design and build the end-to-end Professional Services engine, including operating models and PSA tool implementation.
• Translate high-level strategy into executable projects and manage strategic initiatives to hit annual goals and OKRs.
• Engineer the CS Tech Stack (Salesforce, ChurnZero, Gainsight) by defining logic, testing solutions, and driving rollouts.
• Collaborate cross-functionally to resolve "leaky buckets" in the customer lifecycle, such as Sales-to-CS handoffs.
• Champion AI adoption within Revenue Operations to improve scalability and reduce technical debt.

Requirements

• 8+ years of experience in CS Ops, GTM Systems, or RevOps at B2B software companies.
• Expertise as a power user or admin of PSA platforms (Certinia, Rocketlane), onboarding platforms (OnRamp), or CS platforms (ChurnZero, Gainsight).
• Proven experience leveraging AI tools, LLMs, and agents to reduce administrative burden.
• Location: Must be based in the USA or Canada (excluding Quebec).
• Strong business acumen regarding post-sale services metrics and professional services delivery.
• Excellent verbal and written communication skills for stakeholder management.

Culture & Benefits

• Hybrid work environment with a requirement for local employees to be in office at least twice per week.
• Competitive salary with top-tier health, dental, and vision insurance.
• Flexible time off policy with an encouraged 20 days per year.
• $2,000 annual counseling benefit and RRSP matching/RESP contributions.
• Recognition program for company anniversaries (3, 5, 7, and 10 years).