This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in Canada.
This role sits at the intersection of customer success, technical operations, and product quality within a fast-scaling SaaS environment. You will act as a strategic bridge between enterprise retail partners and internal Product and Engineering teams, ensuring platform reliability, performance, and continuous improvement. Rather than focusing on reactive support, you will proactively identify systemic issues, shape operational standards, and influence product evolution through data-driven insights. The role blends client-facing leadership with deep technical problem-solving, requiring both strategic thinking and hands-on execution. You will define how product quality is measured, tracked, and improved across the customer lifecycle. Working closely with cross-functional teams, you will help ensure every client interaction is seamless, scalable, and high-impact. This is a high-ownership position for someone who thrives in complex environments and enjoys turning operational friction into structured, scalable systems.
Accountabilities:
- Define, implement, and continuously improve operational governance standards for customer success and technical support, including SLAs, KPIs, and quality benchmarks to ensure consistent service excellence.
- Act as the primary liaison between enterprise clients and internal Product and Engineering teams, translating client issues into actionable product requirements and improvements.
- Identify recurring patterns in customer friction and lead cross-functional initiatives to resolve root causes, improve platform stability, and influence product roadmap decisions.
- Design and optimize end-to-end support and implementation workflows, ensuring efficient issue resolution across multiple stakeholders including retailers, brands, and internal teams.
- Oversee ticketing systems, escalation processes, and support tooling (e.g., Jira, Zendesk, Freshdesk), ensuring data integrity and streamlined cross-team collaboration.
- Develop and deliver product quality reporting for executive stakeholders and QBRs, clearly demonstrating platform performance and value through data-driven insights.
- Serve as a senior escalation point and mentor for Customer Success team members, providing technical guidance, coaching, and best practices to elevate team capability.
- Build and maintain knowledge management systems, ensuring internal and external documentation effectively reduces support volume and improves self-service adoption.
- Collaborate with Product Managers to conduct supportability reviews during feature development, ensuring scalability and operational readiness prior to release.
Requirements:
- Minimum 4+ years of experience in Customer Success, Technical Account Management, Product Support, or QA within a SaaS, AdTech, or digital platform environment.
- Strong understanding of AdTech and retail media ecosystems, including familiarity with platforms such as Meta, Google, Pinterest, and Reddit.
- Proven technical proficiency with tools such as Jira, Confluence, Zendesk/Freshdesk, Excel, and project management platforms (e.g., Monday.com, Smartsheet).
- Strong analytical skills with the ability to use operational and support data to identify trends, prevent recurring issues, and drive product improvements.
- Excellent communication skills with the ability to simplify complex technical issues into clear, executive-ready messaging for enterprise stakeholders.
- Demonstrated experience in process optimization, workflow design, and cross-functional collaboration across Product, Engineering, and Operations teams.
- Comfortable leveraging AI-driven tools to improve efficiency in reporting, communication, and customer operations.
- Strong leadership and mentorship abilities, with a track record of influencing teams through expertise rather than formal authority.
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field, or equivalent practical experience.
Benefits:
- Competitive salary range of CA$105,000–CA$135,000, aligned with experience, skills, and market benchmarks.
- Remote-first work environment with flexibility across Canada and support for distributed collaboration.
- Comprehensive health benefits coverage, including medical, dental, and vision care.
- Paid time off and flexible vacation policy to support work-life balance and personal well-being.
- Parental leave policies designed to support employees during key life moments.
- Home office support and remote work stipends to enable productive work setups.
- Access to learning opportunities and professional development in a fast-growing SaaS environment.
- Opportunity to work closely with enterprise-level clients and cutting-edge retail media technology.
- Inclusive, collaborative, and high-impact team culture focused on ownership and continuous improvement.