About the role

Vayle is a Canadian technology company transforming how the public sector manages information access and privacy compliance. Our FOI and PIA platform supports municipalities, police services, and government institutions in meeting complex legislative and regulatory requirements. Recent changes to access and privacy legislation have created real momentum for the business.

We are looking for a Head of Access, Privacy and Customer Success to build and own how our customers learn, adopt, and get value from the platform. This is a hands-on role for someone who has processed FOI requests and led an access and privacy function, wants to shape both a product and a company, and thrives in a fast-paced environment. You will work directly with the Founder and CEO and a responsive, high-impact team, with a strong voice in product and direct visibility into company strategy.

If you have responded to FOI requests yourself, know MFIPPA, FIPPA, or other Canadian access and privacy legislation cold, and want to help institutions across the country do this work better, this role is for you.

What you’ll own

Onboarding and training

- Lead onboarding for new customers from kickoff through go-live, and design the training that gets FOI coordinators, privacy officers, clerks, and administrators confident on the platform
- Help customers map their existing access and privacy workflows onto the product, including request intake, clock management, fee estimates, search and records retrieval, redaction and exemptions, third-party notices, decision letters, and PIA reviews
- Define Vayle’s onboarding and training approach, including playbooks, materials, and the measures that show customers are succeeding

Customer success and support

- Act as a senior point of contact for customers, answering questions about product use and the FOI and privacy context behind them, drawing on your own experience handling requests
- Work with Engineering, QA, and Account Management to resolve issues,



and turn recurring questions into better documentation and better product
- Check in regularly with customers to understand how they are using the platform, where they are struggling, and where they can get more value

Voice of product

- Be the practitioner voice in product decisions, working alongside Product Management to ensure workflows, templates, and timelines reflect how the law and real FOI and privacy programs operate day to day
- Translate customer feedback and legislative change, including developments such as Bill 97, into clear product recommendations
- Review new features and releases from a practitioner’s perspective before and after they ship

Customer community and industry presence

- Lead regular information sessions for customers on product updates, legislative developments, IPC decisions, and best practices
- Represent Vayle at access and privacy conferences, sector events, and customer gatherings, and build relationships with practitioners across the sector

AI-assisted work

- Use AI tools day to day to prepare training content, analyze customer questions, summarize legislative changes, and draft communications, while applying sound professional judgment on access and privacy matters

What you bring

Required

- Hands-on experience responding to FOI requests under Canadian access legislation, including interpreting requests, directing searches, applying exemptions, calculating fees, managing statutory timelines, and issuing decisions
- Senior experience in Canadian public sector access and privacy, ideally leading or managing a function, unit, or program, and ideally at a municipality, police service, provincial institution,



or federal department
- Strong working knowledge of MFIPPA and FIPPA, and familiarity with related legislation such as PHIPA, the federal Access to Information Act and Privacy Act, or equivalent provincial legislation
- Practical experience conducting, overseeing, or reviewing Privacy Impact Assessments
- Experience working with regulators and oversight bodies such as the IPC, the OPC, or the Treasury Board Secretariat, including handling appeals, complaints, or mediations
- Excellent communication and presentation skills, with the credibility to speak with senior leaders and the patience to train front-line practitioners
- A customer-first mindset and the judgment to work independently in a growing company
- Ability to travel periodically within Ontario and occasionally across Canada for conferences and customer events

Preferred

- Experience with FOI or PIA case management software, including redaction tools
- Privacy credentials from an accredited body such as the IAPP (CIPP/C, CIPM, or CIPT)
- Experience with data, risk, or compliance reporting
- Experience training staff, delivering workshops, or presenting at sector events
- Bilingual in English and French

Why this role

- You will define how Vayle onboards, trains, and supports its customers, in a role where your work shows up in customer outcomes quickly
- You will have a strong voice in what we build, with a path to broader leadership for privacy and compliance as you prove it out and as the company grows
- You will work directly with the Founder and CEO and a responsive, high-impact team
- You will join a company that is growing rapidly, supported by legislation and tools that are both changing quick

Location and working arrangement

- This is a work-from-home position based in Ontario. Candidates located in the GTA are preferred. The role includes periodic in-person meetings at our downtown Toronto office, along with travel to conferences and customer sites.

📌 Head of Access, Privacy and Customer Success (Canada)
🏢 Vayle
📍 Canada