Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture strategic relationships with Pacvue’s enterprise clients across a diverse portfolio of complex accounts.

• Independently address intricate account challenges spanning multiple products and markets.

• Formulate and implement account plans aimed at fostering account growth and expansion.

• Oversee the complete customer experience and create scalable frameworks and playbooks.

• Conduct executive-level client interactions and handle escalations independently.

• Act as a subject-matter expert on the Pacvue platform and the retail media landscape.

• Serve as a liaison between clients and Product/Engineering, converting feedback into actionable roadmap input.

• Mentor colleagues and share best practices throughout the Customer Success team.

• Propel process enhancements and establish repeatable systems for enterprise clients.

• Educate users on the features of the SaaS platform and escalate technical issues concerning software functionality and updates.

• Provide client insights to R&D to guide feature improvements.

• Generate product reports and replicate errors for developer documentation and communication.

⛳️ Requirements

• Over 6 years of experience in digital/search advertising or platform/account management, showcasing the ability to operate independently at the executive level.

• Extensive experience in ecommerce advertising platforms such as 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 like TikTok is a plus.

• Demonstrated success in customer success, consulting, or pre-sales roles involving engagement at the executive level.

• Proven ability to influence cross-functional and product roadmap decisions through structured, evidence-based feedback.

• Outstanding interpersonal and communication skills, coupled with a strong executive presence.

• High comfort level operating independently in dynamic, fast-paced, start-up-like environments.

• Capability to operate effectively in both tactical and strategic capacities concurrently.

• Strong analytical aptitude, with the ability to distill complex data into compelling narratives.

• Moderate to advanced 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.

• Ability to take 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.