Senior Manager of Customer Success

Job description

Location: Greater Toronto Area (Remote) About the Role: 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. Your Key Areas of Impact: 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...