Director, CX Business Systems (SaaS)

TL;DR

Director, CX Business Systems (SaaS): Leading the strategy, roadmap, and technical execution of the CX business systems stack with an accent on Salesforce ecosystem management and AI-driven automation. Focus on scaling operational efficiency for Post-Sales, Customer Success, and Support functions through high-performing BSA and TPM teams.

Location: Toronto (Hybrid)

Salary: CA$190,000 – CA$282,000 (OTE)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered experiences across every touchpoint.

What you will do

• Lead and develop a high-performing team of Business Systems Analysts and Technical Program Managers.
• Define and execute the strategic roadmap for the CX technology stack, including Salesforce, Gainsight, and other core tools.
• Drive AI-first transformation by identifying high-impact use cases and embedding AI-driven automation into CX workflows.
• Partner with executive leadership to translate business objectives into scalable technology strategies.
• Oversee the full lifecycle of CX systems initiatives, from vendor selection and implementation to governance and optimization.
• Ensure a reliable data foundation by collaborating with Data Analytics and Growth Engineering teams.

Requirements

• 15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems.
• Proven track record of leading CX technology strategy and delivering large-scale initiatives.
• Hands-on experience with Salesforce (Service Cloud, Customer Experience Cloud) and common CX tools like Gainsight.
• Strong understanding of end-to-end Post Sales and CX processes within a SaaS environment.
• Experience evaluating and deploying AI solutions in a CX or GTM context.
• Exceptional leadership, communication, and stakeholder management skills.

Nice to have

• MBA or advanced degree in a related field.
• Certifications in core CX platforms (Salesforce, Gainsight, etc.).
• Experience with API management, data warehousing, and BI tools.
• Knowledge of data privacy regulations like GDPR and CCPA.

Culture & Benefits

• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Flexible paid time off and work-life harmony initiatives.
• Equity grants of restricted stock (RSUs).
• Professional development support with learning platforms and a yearly stipend.
• Collaborative, transparent culture with Employee Resource Groups and volunteer opportunities.