Senior Manager of Customer Success

Vantage•Toronto, ON

85d•Remote

About The Position

Vantage is seeking a Sr. Manager of Customer Success & Product Quality to own the integrity, reliability, and technical success of our retail media platform. As a Senior Manager, you are the strategic bridge between our enterprise retail partners and our internal Product and Engineering teams. You will lead a team of Customer Success Managers. You won't just manage a queue; you will design 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

5+ Years of Experience: High-level 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) and the mechanics of retail media networks.
Technical Rigor: Expert proficiency in Jira, Confluence, and Asana. You should be comfortable navigating complex technical documentation and providing clear, logical feedback to developers.
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.
Education: Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.

Responsibilities

Operational Governance: Set the standard for technical support and implementation. You will define the KPIs (SLAs, Time-to-Resolution, Quality Scores) that measure our success.
Quality Advocacy: Serve as the "Voice of the Product" to the client and the "Voice of the Client" to Engineering. You translate messy real-world issues into actionable technical requirements.
Strategic Problem Solving: Move beyond individual tickets to identify "clusters" of friction. You will lead cross-functional initiatives to eliminate recurring product pain points.
Mentorship & Scaling: Act as the senior escalation point for the Customer Success team, providing technical guidance and developing documentation that scales as our client base grows.
Technical Strategy & Tooling Oversight
Audit and optimize our CX tech stack (Jira, ZenDesk, FreshDesk) to ensure data integrity and efficient cross-departmental handoffs.
Partner with Product Managers during the development lifecycle to conduct "supportability" audits—ensuring new features are ready for the real world before they launch.
Process Engineering & Optimization
Design and implement 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.
Enterprise Client & Brand Relations
Lead 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.
Knowledge Ecosystem Management
Own 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 lead training sessions for internal teams on advanced platform features and troubleshooting protocols.