Senior Manager, Customer Success Applications (AI)

TL;DR

Senior Manager, Customer Success Applications (AI/Salesforce): Leading the CS Platforms team to build and optimize post-sale customer experience technology with an accent on AI agents and Salesforce Service Cloud. Focus on designing in-house AI automations using Claude, managing SaaS vendors, and scaling the CS technology stack.

Location: Must be based in Canada. Remote across Canada or Hybrid in Vancouver, Calgary, or Toronto (minimum 2 days per week in office).

Salary: $144,800 – $217,200 CAD

Company

hirify.global is a global leader in legal AI technology, providing software solutions to empower legal professionals and law firms.

What you will do

• Lead and develop the CS Platforms team, overseeing the post-sale platform stack.
• Manage Salesforce Service Cloud, CS objects, Professional Services tooling, and conversational AI.
• Design and build CS-domain AI agents and automations in-house using Claude and GitHub PR workflows.
• Execute build-versus-buy decisions and manage relationships with CS support-AI vendors.
• Collaborate with Data Engineering and Data Insights teams to optimize data feeding the CS stack.
• Define the technical roadmap with stakeholders across Customer Success, Support, and Revenue Operations.

Requirements

• 5+ years of experience building on Salesforce, with deep expertise in Service Cloud.
• 3+ years of experience leading a technical team.
• Proficiency with Git, GitHub, and a pull-request-based development workflow.
• Fluency with AI development tools (Claude or equivalent) and agent-based workflows.
• Experience managing SaaS/AI vendors and leading build-vs-buy evaluations.
• Must be based in Canada.

Nice to have

• Salesforce certifications.
• Experience with CS platforms or Professional Services automation (PSA).
• Experience with iPaaS (Workato) or data warehouses (Databricks).

Culture & Benefits

• Competitive, equitable salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with flexible options for Canada-based employees.
• 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.