{"id":3111018,"url":"https://alion.io/job/vantage-customer-success-manager-3","title":"Customer Success Manager","company":{"id":694469,"name":"Vantage","domain":"gotvantage.com","url":"https://alion.io/company/gotvantage","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-22T18:32:06Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T04:48:34Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nYou 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.\nThis 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.\nMust be available to be on site at our clients offices in the Greater Toronto area up to 3 days a week.\nKey Responsibilities\nOwn hands-on-keyboard platform inquiries within the established SLA.\n\nReport on ticket volume, resolution and status, both internally and to clients\n\nAnalyze ticket trends to find root causes and drive changes that reduce ticket volume\n\nSend incident reports to clients for critical and high-severity issues\n\nLead the resolution of urgent issues and campaign inquiries, aligning internal teams and keeping clients informed until they are resolved.\n\nCompile and send weekly pacing reports and campaign end reports\n\nLead regular office hours and meetings with retailers to review ongoing work and improve processes.\n\nDeliver platform training and demos for client associates, covering existing features and new ones\n\nDraft and maintain FAQs, including FAQs for new product features\n\nCommunicate platform workflow changes and feature modifications to clients\n\nFor new retail partners, set up and publish the client help center, and provide input to training and FAQ materials\n\nSubmit client feature requests to Product for validation and prioritization\n\nRequired Qualifications\nProven experience in a customer-facing support, customer success or account management role, ideally at an ad tech or or software company.\n\nHands-on experience running a ticketing or help desk platform: triage, prioritization, SLAs, escalations and reporting. Managing the queue, not just answer tickets\n\nExperience triaging issues by severity, working with engineering and operations teams to resolve them, and keeping clients informed through to resolution, including clear incident reports\n\nStrong analytical skills: comfortable reading campaign performance data and ticket trends and turning them into practical recommendations and process improvements\n\nStrong 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\n\nExperience creating and delivering client training, demos and documentation, such as FAQs and help center content\n\nClear, confident written and verbal communication, including client reporting, running meetings with clients and presenting to them\n\nStrong organization and time management across multiple clients and priorities at once\n\nMotivated by measurable goals and comfortable taking initiative without waiting to be asked\n\nPreferred Qualifications\nExperience in retail media, including campaign reporting or working with retailer Ad Ops teams\n\nExperience building or improving a help center, knowledge base or client training program\n\nITIL, HDI or a similar support or customer success certification\n\nAbout Vantage\nVantage 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.\nFor a closer look at what we do, our culture, and our benefits, check out our about us and careers pages.\nRemote-First, Based in Toronto\nVantage 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.\nVantage’s Commitment to Diversity, Equity, and Inclusion\nVantage 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.\nWe 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.\nHow Vantage Uses AI in the Recruitment Process\nAt 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.\nAll 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.\nWhat's Next?\nWe thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.\nAs part of the final stages of our hiring process, all candidates will be required to successfully complete a criminal background check.","description_format":"text","description_chars":5906,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Home office"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Retail & Pricing Analytics"],"lifecycle":[{"event":"open","at":"2026-10-22T20:41:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:1","win:early"],"computed_at":"2026-10-23T05:57:09Z"},"pay":null,"html_url":"https://alion.io/job/vantage-customer-success-manager-3","json_url":"https://alion.io/job/vantage-customer-success-manager-3.json","meta":{"generated_at":"2026-10-23T05:57:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9638,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":694469},"rest":"https://alion.io/mcp/rest/get_company?id=694469"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvantage-customer-success-manager-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvantage-customer-success-manager-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvantage-customer-success-manager-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vantage-customer-success-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvantage-customer-success-manager-3"}]}