Customer Success Manager

Job description

Vantage is growing its Account Support team, and we need someone to help retail clients get live on our platform and then serve as their day-to-day support and enablement partner. You will own client inquiries and tickets, keep clients informed with regular campaign reporting, and help their teams learn the platform and its new features. You will work closely with our Account Management, Ad Ops, Project Management, Product and Engineering teams so clients get fast, clear answers and every issue reaches the right owner. This role suits someone who likes being the person clients turn to when something needs solving, is comfortable with campaign data, and enjoys keeping a lot of moving pieces organized. Must be available to be on site at our clients offices in the Greater Toronto area up to 3 days a week. ## **Key Responsibilities** - Own hands-on-keyboard platform inquiries within the established SLA. - Report on ticket volume, resolution and status, both internally and to clients - Analyze ticket trends to find root causes and drive changes that reduce ticket volume - Send incident reports to clients for critical and high-severity issues - Lead the resolution of urgent issues and campaign inquiries, aligning internal teams and keeping clients informed until they are resolved. - 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 features and new ones - Draft and maintain FAQs, including FAQs 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 to training and FAQ materials - Submit client feature requests to Product for validation and prioritization **Required Qualifications** - Proven experience in a customer-facing support, customer success or account management role, ideally at an ad tech or or software company. - Hands-on experience running a ticketing or help desk platform: triage, prioritization, SLAs, escalations and reporting. Managing the queue, not just answer tickets - Experience triaging issues by severity, working with engineering and operations teams to resolve them, and keeping clients informed through to resolution, including clear incident reports - Strong analytical skills: comfortable reading campaign performance data and ticket trends and turning them into practical recommendations and process improvements - Strong technical aptitude: you understand platforms, systems and integrations well enough to troubleshoot, ask engineers the right questions and explain issues clearly to clients, and you pick up 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, including client reporting, running meetings with clients and presenting to them - Strong organization and time management across multiple clients and priorities at once - Motivated by measurable goals and comfortable taking initiative without waiting to be asked **Preferred Qualifications** - Experience in retail media, including campaign reporting or working 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 **About Vantage** Vantage is the first unified platform purpose-built for retail media orchestration, empowering enterprise retailers to seamlessly activate onsite, offsite, and in-store advertising. With a global presence in North America and Asia-Pacific, Vantage enables retailers to launch and grow their media networks through scalable technology and automated workflows, and is trusted by leading retailers like The Home Depot to power their retail media programs. For a closer look at what we do, our culture, and our benefits, check out our [about us](https://gotvantage.com/about-us/) and [careers](https://gotvantage.com/employment/) pages. **Remote-First, Based in Toronto** Vantage is proudly headquartered in Toronto, but we’re a remote-first team spread across North America (and beyond). Our flexible work philosophy means team members can thrive from wherever they do their best work—whether that’s from a home office, a local café, or while adding stamps to their passport. With a remote-friendly setup, home office support, and annual company retreats, we stay connected, collaborative, and energized—no matter the time zone. **Vantage’s Commitment to Diversity, Equity, and Inclusion** Vantage Analytics is fueled by the diversity of our talented employees. We are an equal opportunity employer and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We encourage all individuals to apply for positions that fit their passions. We promote equality and strive to provide all current and prospective employees with support and opportunities. Reasonable accommodations are available to job applicants on request and throughout the application process. **How Vantage Uses AI in the Recruitment Process** At Vantage, we use AI-enabled tools to support our hiring process. This may include using AI to help organize, screen, and assess applications. We are committed to using these tools responsibly, and ensuring every candidate is treated fairly throughout the process. All hiring decisions at Vantage are made by our team. Who we invite to work at Vantage is a decision we only trust ourselves to make. **What's Next?** We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted. As part of the final stages of our hiring process, all candidates will be required to successfully complete a criminal background check.