Customer Success Manager

Vantage

. Help retail clients get live on Vantage's retail media orchestration platform .

Posted 10/22/2026full-timeToronto • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client support and enablement within retail media platforms, focusing on ticket management, incident reporting, and process improvement. Proficient in delivering training and maintaining communication with clients to ensure successful platform utilization.

Highest-signal resume keywords

Client Support ExperienceTicketing Platform ManagementAnalytical SkillsTechnical AptitudeTraining and Documentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementIncident ReportingProcess ImprovementCampaign Performance AnalysisTroubleshootingClient TrainingHelp Center DevelopmentData ReportingTriage and PrioritizationSLA Management

Soft Skills

Clear CommunicationOrganizationTime ManagementInitiativeCollaboration

Certifications & Qualifications

ITIL CertificationHDI Certification

Industry Keywords

Retail MediaAd TechCustomer SuccessAccount ManagementCampaign Reporting

About the role

Key responsibilities & impact

Help retail clients get live on Vantage's retail media orchestration platform
Serve as clients' day-to-day support and enablement partner
Own client inquiries and tickets within established SLAs
Report ticket volume, resolution and status internally and to clients
Analyze ticket trends, identify root causes and drive process improvements
Send incident reports for critical and high-severity issues
Lead urgent issue and campaign inquiry resolution across internal teams
Keep clients informed until issues are resolved
Compile and send weekly pacing reports and campaign end reports
Lead office hours and meetings with retailers
Review ongoing work and improve processes with retail clients
Deliver platform training and demos covering existing and new features
Draft and maintain FAQs
Communicate platform workflow changes and feature modifications to clients
Set up and publish help centers for new retail partners
Provide input to training and FAQ materials
Submit client feature requests to Product for validation and prioritization
Collaborate with Account Management, Ad Ops, Project Management, Product and Engineering teams

Requirements

What you’ll need

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, including triage, prioritization, SLAs, escalations and reporting
Experience managing the ticket queue
Experience triaging issues by severity and working with engineering and operations teams through resolution
Experience preparing clear incident reports and keeping clients informed
Strong analytical skills with campaign performance data and ticket trends
Strong technical aptitude with platforms, systems and integrations
Ability to troubleshoot, ask engineers appropriate questions and explain issues clearly to clients
Experience creating and delivering client training, demos and documentation, including FAQs and help center content
Clear, confident written and verbal communication
Strong organization and time management across multiple clients and priorities
Ability to take initiative and work toward measurable goals
Experience in retail media, campaign reporting or retailer Ad Ops teams preferred
Experience building or improving a help center, knowledge base or client training program preferred
ITIL, HDI or similar support/customer success certification preferred
Successful completion of a criminal background check required

Benefits

Comp & perks

Remote-first and remote-friendly work setup
Home office support
Annual company retreats
Flexible work philosophy
Reasonable accommodations throughout the application process