Senior Customer Success Manager

We’re looking for an attentive and growth-minded Senior Customer Success Manager to take responsibility for all aspects of onboarding new clients, helping current clients earn additional revenue and increase the scope and scale of their use of our product. This role is part relationship building, part troubleshooting, part internal sales and part farming for referrals. This is a unique opportunity to own a business-critical function at one of the fastest-growing startups in Canada. Is the Role a Fit for You? As the first line of contact with customers, it is your primary responsibility to get our product live on customers’ websites as quickly and painlessly as possible. Our customer success team also works alongside our engineering and marketing teams in collaborative efforts to capture market opportunities and improve internal operations and product quality.. Our ideal candidate: Thrives in a demanding work environment with minimal established processes and light oversight, and can ideally help forge a repeatable process for the team going forward Knows when to take initiative and is not afraid to take ownership of solving problems Excels at communicating and building relationships with customers in person, in writing or over the phone Is comfortable representing the company to a diverse set of stakeholders, including customers Can adapt to new responsibilities as the company evolves Shows the potential to grow into a team lead or management position Is fantastic at making others better. Whether as a manager or colleague you naturally work to make those around you more effective. Excellent written and verbal communication and follow through - nothing falls through the cracks. Core Responsibilities Your responsibilities will revolve primarily around onboarding new customers and assisting in revenue optimization for existing customers. Specifically, this will involve: ? Meeting (virtually and/or in person) with current and potential publisher clients ? Updating and providing customer support to publishers ? Working with customers to get our product implemented ? QA testing publisher websites to ensure correct implementation of our product ? Liaising with the Engineering team to quickly resolve customers’ technical concerns ? Working with our product manager on suggestions for features and product enhancements ? Launching and maintaining a customer newsletter ? Constantly working to improve and streamline internal processes ? Providing coaching and mentorship to junior team members Skills & Qualifications ? 3+ years in the AdTech space; bonus points to those experienced with publisher-facing integrations, AdOps, or with strong knowledge of publisher monetization / yield management ? A deep understanding of the AdTech ecosystem and knowledge of its major players and their roles ? Understanding of programmatic advertising, RTB, SSP, ad serving, ad exchanges and header bidding technologies ? Understanding of HTML, CSS, and JavaScript (you and Chrome development tools are good friends) ? Strong communication skills with internal and external stakeholders Benefits & Perks ? Ability to learn, fast-track your growth and excel at a startup with product-market fit ? Fantastic modern office at OneEleven Toronto (massive kitchen, free tea and coffee, ping pong, foosball, and Toronto’s most promising fellow startups as neighbours) ? Opportunities for professional development: training, conferences, mentorship programs ? Premium employee health and dental benefit plan ? Be a core contributor and get in on the ground floor of a startup that's on a rocketship trajectory