Platform Experience Manager

We’re looking for a Platform Experience Manager to join our Platform Experience team at MNTN! As a Platform Experience Manager, you are the customer-facing subject matter expert (SME) for your assigned product domain, sitting at the intersection of our Engineering, Product, and Revenue teams.

Platform Experience Managers (PEMs) play a critical role in two directions. Externally, they bring deep technical knowledge directly to customers, getting them unstuck quickly and enabling them to get the most out of the MNTN platform. Internally, they act as the signal layer between the support queue and our Engineering and Product teams, surfacing how customers actually use the product, identifying trends, and translating that insight into improvements that protect revenue and drive adoption. The result: better products, stronger customer relationships, and a team that’s always learning from the people it serves.

What You’ll Do

Customer & Revenue Support

• Intake, triage, and resolve customer technical inquiries through Intercom, email, and Zoom, providing clear, effective guidance to get customers unstuck and back to success
• Identify, reproduce, and escalate bugs and complex technical issues to Engineering with clear documentation, serving as a technical escalation point for Customer Success when issues put retention at risk
• Manage communication for active, customer-impacting platform issues, keeping internal teams and customers informed from first report through resolution via Slack, Intercom, and in-app messaging
• Represent the customer perspective throughout the product planning and release cycle, ensuring new features reflect real needs and known user behaviors before they ship
• Own the customer side of product launches from beta through release — identifying customers for product releases, coordinating customer and internal feedback forums, synthesizing insights for Product and Engineering, and preparing customers and internal teams for what's shipping
• Partner with Product, Product Marketing, and Enablement to develop launch materials, lead internal enablement sessions, and own customer communications for new releases
• Surface trends from the support queue and customer interactions as actionable feedback to Product and Engineering, helping inform roadmap decisions and platform improvements

What Success Looks Like

• Customers receive fast, effective resolution to technical issues and at-risk customers are retained through strong technical escalation support
• Product and Engineering teams receive consistent, high-quality signal from the customer base that meaningfully influences roadmap decisions and platform improvements
• New product launches are smooth and well-supported, with customers and internal teams fully enabled from day one
• You are recognized as the go-to SME for your product domain and a trusted expert to customers and a valuable thought partner to internal teams

What You’ll Bring

• 3+ years of experience in a customer-facing technical role such as technical support, solutions engineering, platform enablement, or customer success
• Prior experience in AdTech or performance marketing
• Proven ability to troubleshoot complex platform issues, triage bugs, and communicate technical concepts clearly to both customers and engineering teams
• Clear and effective verbal and written communication skills, with the ability to adapt messaging for technical and non-technical audiences
• Strong cross-functional instincts, comfortable partnering across Product, Engineering, Revenue, and Enablement teams to get things done
• Highly organized with the ability to manage a high volume of concurrent issues and projects without losing attention to detail or follow-through
• A proactive, solutions-oriented mindset: you identify root causes, drive toward resolution, and bring structure to ambiguity