Senior Customer Success Manager

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

📋 Description

• Ensure customer success by delivering exceptional technical support and service, acting as a trusted advisor for Pacvue enablement.

• Promote account growth and market expansion through the development and implementation of account strategies.

• Take full ownership of the broader account strategy development for key accounts.

• Serve as the escalation point for client concerns and resolve issues using sound judgment and established precedents.

• Be a primary resource for team members regarding the Pacvue platform and the retail media ecosystem.

• Collaborate with the Pacvue Training and Education team to create onboarding and educational content for products.

• Identify opportunities for process enhancements and improve existing workflows.

• Inform users about the latest features of the SaaS platform.

• Resolve technical issues related to software functionality and updates.

• Relay client feedback and insights to the R&D team to guide feature improvements.

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

⛳️ Requirements

• Generally, 5+ years of experience in digital/search advertising and platform management, showcasing comprehensive expertise in the field.

• Minimum of 2+ years in any of the following eCommerce advertising platforms: Amazon, Walmart, Instacart, Pacvue, Criteo, or CitrusAds (preferred experience with Pacvue).

• Knowledge of Amazon DSP, Amazon Marketing Cloud, and other retail media display options is a significant advantage.

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

• Expertise in customer success, consulting services, or pre-sales roles is highly valued.

• Excellent interpersonal skills, with a focus on teamwork and customer service.

• Ability to thrive in a fast-paced, ambiguous start-up environment, adapting and problem-solving as necessary.

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

• Strong analytical capabilities.

• Proficient in Excel at a moderate level.

🏝️ Benefits

• Flexible Paid Time Off.

• Paid Holidays and Floating Holidays.

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

• 401k plan with Employer Match.

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

• Paid Parental Leave.

• Company-subsidized membership to Wellhub and Peloton.

• Access to a fertility and family-building information platform through Carrot.

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