Senior Customer Success Manager

Vantage•Toronto, ON

10d•Remote

About The Position

Vantage is seeking a Senior Customer Success Manager to champion the integrity, reliability, and technical excellence of our retail media platform. In this role, you are a strategic connector between our enterprise retail partners and internal Product and Engineering teams — driving alignment through influence, expertise, and a deep commitment to client outcomes. You won’t just work a queue; you will design and champion the systems that ensure our technology performs at the highest standard. You will lead the “Product Quality” function — proactively identifying systemic risks, optimizing implementation workflows, and ensuring that every technical interaction a Brand or Retailer has with Vantage is seamless and high-value.

Requirements

4+ Years of Experience: Demonstrated experience in Product Support, Technical Account Management, or Quality Assurance within a SaaS or AdTech environment.
AdTech Fluency: Deep technical understanding of paid media platforms (Meta, Google, Pinterest, Reddit) and the mechanics of retail media networks.
Technical Rigor: Expert proficiency in Jira, Confluence, Ad Platforms, strong Excel skills, and project management tools such as Monday.com or Smartsheets. You should be comfortable navigating complex technical documentation and providing clear, logical feedback to developers.
Comfort leveraging AI tools: Drive efficiency across account management, customer communications, and reporting — and a curiosity to keep learning as the landscape evolves.
Executive Communication: The ability to distill complex technical outages or bugs into calm, professional, and pragmatic updates for enterprise stakeholders.
Analytical Prowess: Ability to use support data to drive business decisions. You don’t just fix the problem; you prevent the next ten.
Collaborative Leadership: A track record of elevating teams through mentorship, process improvement, and knowledge sharing — leading through influence and expertise rather than title.
Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.

Responsibilities

Set and champion the standard for technical support and implementation.
Define the KPIs (SLAs, Time-to-Resolution, Quality Scores) that measure our success and drive adoption of these frameworks across the team.
Serve as the “Voice of the Product” to the client and the “Voice of the Client” to Engineering.
Translate messy real-world issues into actionable technical requirements.
Move beyond individual tickets to identify “clusters” of friction.
Guide cross-functional initiatives to eliminate recurring product pain points and influence the long-term roadmap.
Act as the senior escalation point for the Customer Success team, providing technical guidance and developing documentation that scales as our client base grows.
Elevate the capabilities of peers through coaching, shared best practices, and leading by example.
Audit and optimize our CX tech stack (Jira, ZenDesk, FreshDesk) to ensure data integrity and efficient cross-departmental handoffs, then champion adoption of improved workflows across the team.
Partner with Product Managers during the development lifecycle to conduct “supportability” audits — ensuring new features are ready for the real world before they launch.
Design and drive adoption of sophisticated workflows for issue resolution involving multiple stakeholders (Retailers, Brands, and internal Ops).
Conduct root-cause analysis (RCA) on product failures or client friction points, presenting findings to leadership to influence the long-term roadmap.
Guide the technical communication strategy for high-priority retail partners, providing executive-level clarity during complex implementations or system updates.
Develop “Product Quality” reporting for Quarterly Business Reviews (QBRs), proving the stability and value of the Vantage platform through data.
Drive customer support operations excellence, including: Trouble ticketing workflows and case management processes, SLA design, tracking, and reporting, Escalation management and root cause analysis, Cross-functional resolution with Product and Engineering.
Implement and optimize help desk systems, knowledge base, and self-service resources.
Champion the strategy for both internal and external Knowledge Bases, ensuring documentation is not just “up-to-date,” but strategically designed to reduce support volume.
Create and facilitate training sessions for internal teams on advanced platform features and troubleshooting protocols, building shared capability across the organization.