Senior Customer Success Manager

ABOUT THE ROLE

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.

YOUR KEY AREAS OF IMPACT

• Operational Governance: Set and champion the standard for technical support and implementation. You will define the KPIs (SLAs, Time-to-Resolution, Quality Scores) that measure our success and drive adoption of these frameworks across the team.

• 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 guide cross-functional initiatives to eliminate recurring product pain points and influence the long-term roadmap.

• Mentorship & Knowledge Sharing: Act as the senior escalation point for the Customer Success team, providing technical guidance and developing documentation that scales as our client base grows. You elevate the capabilities of peers through coaching, shared best practices, and leading by example.

WHAT YOU’LL DO

TECHNICAL STRATEGY & TOOLING OVERSIGHT

• 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.

PROCESS ENGINEERING & OPTIMIZATION

• 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.

ENTERPRISE CLIENT & BRAND RELATIONS

• 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.

SUPPORT & OPERATIONAL EXCELLENCE

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.

KNOWLEDGE ECOSYSTEM MANAGEMENT

• 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.

THE IDEAL CANDIDATE WILL HAVE:

• 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 http://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.

• Education: Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.

About Vantage Vantage is the first unified platform purpose-built for retail media orchestration, empowering enterprise retailers to seamlessly activate onsite, offsite, and in-store advertising. With a global presence in North America and Asia-Pacific, Vantage enables retailers to launch and grow their media networks through scalable technology and automated workflows, and is trusted by leading retailers like The Home Depot to power their retail media programs.

For a closer look at what we do, our culture, and our benefits, check out our about us https://gotvantage.com/about-us/ and careers https://gotvantage.com/employment/ pages.

Remote-First, Based in Toronto Vantage is proudly headquartered in Toronto, but we’re a remote-first team spread across North America (and beyond). Our flexible work philosophy means team members can thrive from wherever they do their best work—whether that’s from a home office, a local café, or while adding stamps to their passport. With a remote-friendly setup, home office support, and annual company retreats, we stay connected, collaborative, and energized—no matter the time zone.

Vantage’s Commitment to Diversity, Equity, and Inclusion

Vantage Analytics is fueled by the diversity of our talented employees. We are an equal opportunity employer and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage all individuals to apply for positions that fit their passions.

We promote equality and strive to provide all current and prospective employees with support and opportunities. Reasonable accommodations are available to job applicants on request and throughout the application process.

How Vantage Uses AI in the Recruitment Process

At Vantage, we use AI-enabled tools to support our hiring process. This may include using AI to help organize, screen, and assess applications. We are committed to using these tools responsibly, and ensuring every candidate is treated fairly throughout the process.

All hiring decisions at Vantage are made by our team. Who we invite to work at Vantage is a decision we only trust ourselves to make.

What's Next? We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

As part of the final stages of our hiring process, all candidates will be required to successfully complete a criminal background check.