Senior Manager, Enablement & Knowledge Systems (SaaS)

TL;DR

Senior Manager, Enablement & Knowledge Systems (SaaS): Leading the evolution of the enablement function into a strategic knowledge and AI-driven engine for Customer Success with an accent on knowledge architecture, governance, and AI-assisted workflows. Focus on designing the infrastructure, feedback loops, and adoption practices that make AI reliable and trusted for internal teams and customer-facing support.

Location: Must be based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo and able to attend the office at least 1 day per week.

Compensation: $132,400 – $179,100 per year.

Company

hirify.global is a leading SaaS platform transforming the way small home service businesses operate through technology, recognized for its inclusive culture and rapid growth.

What you will do

• Own the operating model for Knowledge Management across Customer Success, including governance, intake, and lifecycle management.
• Design and maintain the knowledge architecture, taxonomy, and content quality standards to ensure information is AI-ready and findable.
• Lead the knowledge layer powering AI-assisted workflows, including agent assist, LLM-based search, and AI agents.
• Partner cross-functionally with Product, Engineering, and Support to translate product changes into actionable knowledge.
• Develop feedback loops between AI performance, frontline user feedback, and knowledge owners to drive continuous improvement.
• Lead, coach, and grow a high-performing team of knowledge management and enablement professionals.

Requirements

• Must be based in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo.
• Proven experience leading Knowledge Management, AI Enablement, or Support Operations in a fast-paced B2B SaaS organization.
• Deep understanding of modern KM practices, including KCS principles, taxonomy, metadata, and content governance.
• Experience designing or governing AI-enabled workflows where knowledge quality impacts AI performance.
• Strong people management experience with a focus on scaling and coaching high-performing teams.
• Excellent communication skills with the ability to drive stakeholder alignment and cross-functional decision-making.

Culture & Benefits

• Total compensation package including equity rewards and annual health/wellness stipends.
• Extended health benefits package with fully paid premiums.
• Retirement savings matching (RRSP, TFSA, or FHSA).
• Dedicated Talent Development team with access to coaching and leadership programs.
• Culture of transparency, inclusivity, and collaboration recognized by Great Place to Work.