Customer Success Manager in Toronto

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 software company.
• 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, 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.