Senior Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Ensure customer success by delivering exceptional technical support and service, establishing yourself as a reliable consultant for Pacvue enablement.

• Promote account growth and expansion into new products and markets by formulating and executing comprehensive account plans.

• Take independent ownership of the development of broader account strategies for priority clients.

• Serve as the primary escalation point for client issues, resolving matters autonomously.

• Act as a key resource for colleagues regarding the Pacvue platform and the retail media landscape.

• Collaborate with the Pacvue Training and Education team to create product onboarding and educational materials.

• Identify opportunities for process improvements and enhance existing workflows.

• Educate users on the latest features of the SaaS platform.

• Address technical issues related to software functionality and upgrades.

• Relay client feedback and insights to R&D to guide feature enhancements.

• Generate product reports and reproduce errors for documentation and communication with developers.

⛳️ Requirements

• Generally, 5+ years of experience in digital/search advertising and platform expertise, showcasing complete mastery of the specialization.

• At least 2 years of experience with any of the following eCommerce advertising platforms: Amazon, Walmart, Instacart, Pacvue, Criteo, or CitrusAds (experience with Pacvue is highly preferred).

• Familiarity with Amazon DSP, Amazon Marketing Cloud, and other retail media display offerings is a significant advantage.

• Experience with social commerce platforms, such as TikTok, is a plus.

• Previous experience in customer success, consulting services, or pre-sales is advantageous.

• Excellent interpersonal skills, a collaborative spirit, and a customer service-oriented mindset.

• High adaptability and resilience in a fast-paced, ambiguous startup-like environment—capable of figuring things out and adjusting as necessary.

• Ability to function effectively in both tactical and strategic capacities simultaneously.

• Strong analytical capabilities.

• Moderate proficiency in Excel.

🏝️ Benefits

• Flexible Paid Time Off.

• Paid Holidays and Floating Holidays.

• Medical, Dental, Vision, FSA, HSA with employer contribution, Life Insurance, and Pet Insurance.

• 401k with Employer Match.

• Up to 2 Days of Paid Time Off to Volunteer with a 501c Organization.

• Paid Parental Leave.

• Company-subsidized membership to Wellhub and Peloton.

• Fertility and family-building information platform through Carrot.

• Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans.