Senior Customer Success Manager
New
V
VantageRetail Media, AdTech
Toronto - RemoteFull-TimeSenior
Salary105,000 - 135,000 CAD per year
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Job Details
- Experience
- 4+ Years of Experience
- Required Skills
- JiraMicrosoft ExcelConfluenceSaaSZendesk
Requirements
- 4+ years of experience in Product Support, Technical Account Management, or Quality Assurance in a SaaS or AdTech environment.
- Deep technical understanding of paid media platforms (Meta, Google, Pinterest, Reddit) and retail media network mechanics.
- Expert proficiency in Jira, Confluence, and project management tools like Monday.com or Smartsheets.
- Strong Excel skills for data analysis and reporting.
- Experience leveraging AI tools to drive efficiency in account management and reporting.
- Strong executive communication skills to distill complex technical issues for stakeholders.
- Analytical ability to use support data to drive product and business decisions.
- Proven track record of collaborative leadership, mentorship, and process improvement.
- Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.
Responsibilities
- Audit and optimize the CX tech stack including Jira, ZenDesk, and FreshDesk to ensure data integrity.
- Partner with Product Managers to conduct supportability audits during the development lifecycle.
- Design and drive adoption of sophisticated issue resolution workflows across stakeholders.
- Conduct root-cause analysis (RCA) on product failures and client friction points.
- Lead the technical communication strategy for high-priority retail partners during implementations and updates.
- Develop product quality reporting for Quarterly Business Reviews.
- Manage the internal and external knowledge base strategy to reduce support volume.
- Facilitate training sessions for internal teams on platform features and troubleshooting.
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