Customer Success Manager

The role

You will help retail clients get live on the platform and serve as their day-to-day support and enablement partner. You will own client inquiries, provide campaign reporting, and deliver platform training.

What you will do

• 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.
• Compile and send weekly pacing reports and campaign end reports.
• Lead regular office hours and meetings with retailers.
• Deliver platform training and demos for client associates.
• Draft and maintain FAQs, including FAQs for new product features.
• Communicate platform workflow changes and feature modifications to clients.

Required qualifications

• Proven experience in a customer-facing support, customer success or account management role.
• Hands-on experience running a ticketing or help desk platform: triage, prioritization, SLAs, escalations and reporting.
• Experience triaging issues by severity, working with engineering and operations teams to resolve them.
• Strong analytical skills: comfortable reading campaign performance data and ticket trends.
• Strong technical aptitude to troubleshoot and explain issues clearly to clients.
• Experience creating and delivering client training, demos and documentation.
• Clear, confident written and verbal communication.
• Strong organization and time management across multiple clients and priorities.
• Motivated by measurable goals and comfortable taking initiative.

Nice to have

• 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

Benefits

• Remote-friendly setup
• Home office support
• Annual company retreats

Before you apply

• All candidates will be required to successfully complete a criminal background check.

About the company

Vantage is a unified platform for retail media orchestration that enables retailers to activate onsite, offsite, and in-store advertising. The company is remote-first and headquartered in Toronto.