Platform Success Manager
About The Position
Locality is seeking a Platform Success Specialist (PSS) to join our growing team. In this role, you will serve as a key connector between Product, Sales, Support, and Client teams, ensuring users can effectively navigate and maximize platform capabilities. You will contribute to improving the overall user experience by managing platform configurations, developing clear documentation, supporting product releases, and driving user adoption. This position is ideal for a detail-oriented, MarTech-savvy professional who thrives in a cross-functional environment and enjoys combining product operations, customer support, and user experience.
Requirements
- Experience in Product Support, Customer Success, Product Adoption within SaaS environments, or similar roles in media and advertising
- Able to translate technical details into clear client-facing updates
- Experience supporting implementations or onboarding
- Familiarity with tools like Intercom, Zendesk, Atlassian, HubSpot, Microsoft Dynamics 365, or Salesforce
- Ability to manage multiple accounts and priorities, with a proactive, adaptable mindset
- Excellent communication, presentation, and consultative skills with strong attention to detail and organization
- Experience creating documentation, SOPs, or training materials
Nice To Haves
- digital ad operations, campaign management, or advertising agency is a plus
Responsibilities
- Support platform configuration, user setup, and implementation activities to ensure a seamless onboarding experience of our proprietary system, LocalX
- Maintain and update product and service templates, rate cards, and workflows to ensure alignment with best practices as well as business and user needs
- Develop and manage standard operating procedures (SOPs), training materials, and product documentation in a clear, user-friendly format
- Partner with Product and Sales Enablement to ensure documentation accuracy and consistency across teams
- Assist in product release activities which may include updating templates, documentation, and support resources or more
- Contribute to adoption initiatives by supporting training sessions and identifying opportunities to increase user engagement
- Maintain and enhance the customer knowledge base, including FAQs, troubleshooting guides, and how-to resources
- Serve as a point of escalation for complex user issues, providing effective troubleshooting and resolution
- Collaborate cross-functionally with Pre-Sales, Client teams, Sales Enablement, and Support to improve processes and user experience
- Gather and synthesize user feedback to inform continuous product and operational improvements
Benefits
- health care benefits
- retirement benefits
- paid days off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
