Senior Customer Success Manager

Role overview

This opportunity is shared on behalf of a partner employer, which handles the application review and all later hiring steps. The hiring company is seeking a Senior Customer Success Manager located in Canada.

This is a cross-functional role that connects customer success, technical operations, and product quality in a rapidly growing SaaS setting. You will serve as the key link between enterprise retail clients and the Product and Engineering groups, helping keep the platform dependable, fast, and continuously improving. The position is designed for someone who prefers proactive problem-solving over reactive case handling and who can turn recurring issues into scalable processes and product improvements. It combines client-facing leadership with technical depth, strong execution, and data-led decision-making. You will help establish how product quality is monitored, measured, and improved throughout the customer journey, while collaborating closely with internal teams to deliver smooth and scalable client experiences.

Core accountabilities

• Set up, refine, and maintain governance standards for customer success and technical support, including service levels, performance metrics, and quality thresholds that support consistent delivery.
• Act as the main point of contact between enterprise customers and internal Product and Engineering teams, converting customer pain points into practical product and operational improvements.
• Spot recurring friction across accounts, lead cross-team efforts to address root causes, strengthen platform stability, and inform roadmap priorities.
• Map and improve support and implementation workflows from end to end so issues are resolved efficiently across retailers, brands, and internal stakeholders.
• Manage ticketing tools, escalation paths, and support platforms such as Jira, Zendesk, and Freshdesk, while safeguarding data quality and collaboration across teams.
• Create product quality reports for leadership and quarterly business reviews, using data to communicate performance, impact, and value.
• Act as a senior escalation resource and coach for Customer Success teammates, sharing technical know-how, guidance, and best practices.
• Develop and maintain knowledge bases and documentation that reduce ticket volume and improve self-service use for both internal teams and customers.
• Partner with Product Managers on supportability checks during feature development to confirm solutions are scalable and operationally ready before launch.

Experience and capability requirements

• At least 4 years of experience in Customer Success, Technical Account Management, Product Support, or QA in a SaaS, AdTech, or digital platform environment.
• Working knowledge of AdTech and retail media ecosystems, including exposure to platforms such as Meta, Google, Pinterest, and Reddit.
• Hands-on proficiency with tools such as Jira, Confluence, Zendesk or Freshdesk, Excel, and project tracking platforms like Monday.com or Smartsheet.
• Strong analytical ability to interpret operational and support data, identify trends, prevent repeat issues, and support product enhancements.
• Excellent communication skills with the ability to translate technical topics into clear, executive-level updates for enterprise audiences.
• Experience improving processes, designing workflows, and working across Product, Engineering, and Operations teams.
• Comfort using AI-based tools to improve efficiency in reporting, communication, and customer operations.
• Strong leadership and mentoring skills, with a history of influencing others through expertise and credibility rather than formal authority.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related discipline, or equivalent practical experience.

Compensation and benefits

• Expected salary range of CA$105,000 to CA$135,000, depending on experience, skill set, and market benchmarks.
• Remote-first setup with flexibility across Canada and support for distributed work.
• Comprehensive health coverage, including medical, dental, and vision care.
• Paid time off and a flexible vacation policy to support balance and well-being.
• Parental leave support for eligible employees during important life events.
• Home office assistance and remote-work stipends to help create an effective workspace.
• Access to learning resources and professional development in a fast-growing SaaS environment.
• The chance to work with enterprise clients and modern retail media technology.
• An inclusive, collaborative, and high-ownership team culture focused on continuous improvement.

Hiring and privacy information

The partner company manages the entire selection process, including any follow-up steps after application review. Applications are evaluated through an AI-assisted matching process designed to assess candidates fairly against the role’s core requirements, after which a shortlist is shared with the hiring employer. Final decisions, interviews, and assessments are handled by the employer’s internal team.

By submitting an application, candidates acknowledge that personal data will be processed to evaluate eligibility and may be shared with the hiring employer as part of the recruitment process, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may request access, correction, deletion, or objection rights at any time. AI tools may also support parts of the hiring workflow, such as resume review and response analysis, but human judgment remains central and final hiring decisions are made by people.