Customer Success - Support Manager

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Seeking a client-facing troubleshooter who understands media, systems and data and likes to find solutions and workarounds for challenges both small and large. You know how to work and communicate with clients and you know how to guide people to the right solution. You find ways to explain complicated things in a clear, concise way.

This role is for someone who likes to work 1:1 with people to find solutions- to their problems and sometimes the ones we create, too. You know how to work with clients, find out what they’re really asking for and feed back to them what they need. On top of that, you like to find ways to do things better.  You will work with our users from sales, operations and management to do just that. You will field questions and suggestions from users through our in-app help that range from general how-to’s to troubleshooting bugs and fixes to fielding and assessing feature requests to new user trainings and walkthroughs.


  • Answering help desk messages that come in through our in-app help
  • Handling all level-1 queries and troubleshooting with the client before passing off to level-2 if you can’t find a solution
  • Testing and troubleshooting issues/questions to determine immediate solve solo or collaboratively with the wider success team
  • Logging bugs, feature requests and sharing them with success and product team for prioritization and development
  • Answering questions in the context of client’s unique set up and process- finding ways to use our tools / features to improve their process or set-up
  • Synthesizing insights gained from working with clients to work with product on needs and use cases of what we’re building
  • Work with product and dev team to provide the latest updates to clients
  • Finding areas for process or workflow improvement with both our clients and within our own support org
  • Conducting demo-based trainings and walkthroughs of the system or features

Qualifications & Experience

  • 3+ years in the advertising industry at a publisher or ad-tech firm – experience in media planning,  Ad ops or account management experience preferred
  • Understanding of CRM and Order Management systems
  • Consultative approach to problem-solving and attention to detail
  • Willingness to grow with the company
  • Drive - there’s no box of exact roles and responsibilities. If you can handle ambiguity, like autonomy and have a bias for action, this is the right place for you

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