Customer Success Manager

Vantage

18d•Hybrid

About The Position

Vantage is growing its Account Support team and is seeking a Customer Success Manager to help retail clients launch on its platform and provide ongoing day-to-day support and enablement. The role owns client inquiries and tickets, provides regular campaign reporting, and helps client teams learn the platform and its features. It collaborates with Account Management, Ad Ops, Project Management, Product, and Engineering to deliver clear, timely responses and route issues to the appropriate owners. The position requires availability to work onsite at client offices in the Greater Toronto Area up to three days per week. Vantage is a remote-first company headquartered in Toronto, with a team distributed across North America and beyond. Its work philosophy supports working from a home office or other suitable locations, with home office support and annual company retreats. Vantage is an equal opportunity employer that promotes diversity, equity, inclusion, and reasonable accommodations. AI-enabled tools may be used to help organize, screen, and assess applications, but hiring decisions are made by Vantage's team. Candidates who reach the final stages of the hiring process must successfully complete a criminal background check.

Requirements

Proven experience in a customer-facing support, customer success, or account management role; experience in ad tech or software is ideal.
Hands-on experience operating a ticketing or help desk platform, including triage, prioritization, SLAs, escalations, reporting, and queue management.
Experience triaging issues by severity, working with engineering and operations teams to resolve issues, and keeping clients informed through resolution, including providing clear incident reports.
Strong analytical skills, including the ability to interpret campaign performance data and ticket trends and turn them into practical recommendations and process improvements.
Strong technical aptitude to understand platforms, systems, and integrations; troubleshoot issues; ask engineers effective questions; explain issues clearly to clients; and learn new tools quickly.
Experience creating and delivering client training, demos, and documentation, such as FAQs and help center content.
Clear, confident written and verbal communication skills, including client reporting, leading client meetings, and presenting.
Strong organization and time-management skills across multiple clients and priorities.
Motivation by measurable goals and comfort taking initiative without waiting to be asked.
Availability to be onsite at client offices in the Greater Toronto Area up to three days per week.

Nice To Haves

Experience in retail media, including campaign reporting or work with retailer Ad Ops teams.
Experience building or improving a help center, knowledge base, or client training program.
ITIL, HDI, or a similar support or customer success certification.

Responsibilities

Handle hands-on platform inquiries and tickets within established service-level agreements.
Report ticket volumes, resolutions, and statuses internally and to clients.
Analyze ticket trends to identify root causes and drive changes that reduce ticket volume.
Send incident reports to clients for critical and high-severity issues.
Lead resolution of urgent issues and campaign inquiries, coordinating internal teams and keeping clients informed through resolution.
Compile and send weekly pacing reports and campaign-end reports.
Lead regular office hours and meetings with retailers to review ongoing work and improve processes.
Deliver platform training and demos for client associates, covering existing and new features.
Draft and maintain FAQs, including materials for new product features.
Communicate platform workflow changes and feature modifications to clients.
For new retail partners, set up and publish the client help center and provide input on training and FAQ materials.
Submit client feature requests to Product for validation and prioritization.