Customer Success Manager

Role overview Help retail clients launch on a software platform and provide ongoing support, reporting, and enablement. You’ll manage incoming issues from triage through resolution, coordinate with internal teams, and use ticket and campaign trends to improve service. The role requires visiting client offices in the Greater Toronto Area up to three days per week.

Responsibilities - Manage platform questions and support tickets within agreed service levels; prioritize, escalate, and report on queue status and resolution. - Lead urgent issue resolution with internal teams, keeping clients informed and preparing reports for high-severity incidents. - Review ticket patterns and campaign data to identify causes and recommend improvements. - Prepare weekly campaign pacing updates and end-of-campaign reports. - Run client meetings and office hours, deliver product training and demos, and explain workflow or feature changes. - Create and maintain FAQs and help-center materials, including resources for new retail partners. - Gather client feature requests and submit them for product review.

Requirements - Experience in customer support, customer success, or account management; software or advertising technology experience is useful. - Hands-on ownership of a help desk or ticketing queue, including triage, service levels, escalations, and reporting. - Ability to coordinate issue resolution with technical and operations teams and communicate clearly with clients. - Comfort interpreting campaign performance and support trends and turning findings into practical recommendations. - Technical aptitude to troubleshoot platforms and integrations and explain issues to both clients and engineers. - Experience creating documentation and delivering client training or presentations; strong organization across competing priorities.

Nice to have - Retail media or campaign reporting experience, or work with retailer advertising operations teams. - Experience improving a help center, knowledge base, or training program; a support-related certification.

Benefits and work setup - Remote-first team based in Toronto, with regular client visits in the Greater Toronto Area.