Senior Customer Success Manager II, Omni Commerce

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

📋 Description

• Take ownership and expertly manage a portfolio of enterprise Omni Commerce accounts, enhancing retention, platform utilization, and delivering measurable customer success across the Omni retail channel.

• Independently lead executive-level client interactions, including strategic business reviews, escalation management, and alignment with senior stakeholders, without the need for managerial involvement in routine complex scenarios.

• Serve as a senior expert in commerce operations for Omni Commerce — focusing on digital shelf health, buy-box management, inventory-driven demand signals, pricing and promotion dynamics, and the synergy between in-store and online performance — providing guidance to customers and internal teams.

• Develop and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce service, establishing a scalable infrastructure that can be replicated across additional enterprise clients.

• Function as the primary link between Omni Commerce clients and the Product team, converting detailed client workflows and market gaps into actionable product insights that directly influence the Omni Commerce roadmap.

• Recognize growth opportunities within current accounts and collaborate with Sales and Account Management to advance upselling and cross-selling initiatives across our client portfolio.

• Mentor colleagues and share best practices within the Commerce CS team, enhancing the team's overall understanding of Omni Commerce and strategic account management capabilities.

• Keep abreast of developments within the Omni Commerce ecosystem, including Walmart Connect, Walmart Scintilla (Channel Performance, Digital Landscape, Shopper Behaviors, etc.), Supplier One, Target Vendor IQ, and new retail media capabilities, providing relevant guidance for clients and internal teams.

• Participate in cross-functional projects that align the Commerce offering with Pacvue's retail media platform, ensuring a cohesive and integrated client experience.

⛳️ Requirements

• Over 8 years of experience in Customer Success, commerce operations, or account management within the retail and eCommerce sectors (experience with Walmart and Target is essential).

• Extensive hands-on experience with omnichannel operations at Walmart & Target, particularly in digital shelf optimization, buy-box dynamics, inventory management, and pricing and promotional strategies; experience with Amazon and other Omni retailers is a significant advantage.

• Proven capability to manage intricate commerce operations across multiple retailers simultaneously, comprehending how decisions in one channel's supply chain, pricing, or promotional strategies impact performance in others.

• Demonstrated ability to autonomously lead strategic, executive-level client relationships at enterprise CPG or major brand organizations, including engagement with C-suite and VP-level executives, without reliance on escalation.

• Experience in creating scalable frameworks, onboarding playbooks, or operational processes in a fast-growing SaaS or commerce technology environment.

• Strong analytical skills with the ability to identify, synthesize, and utilize complex data to create compelling narratives; proven experience in translating commerce performance insights into executive-level presentations that influence strategies and drive decisions at the VP and C-suite levels; proficiency in PowerPoint or similar presentation tools is required.

• Established track record of shaping product roadmap decisions through structured, evidence-based customer insights and cross-functional collaboration.

• Familiarity with retail media platforms and understanding how commerce and media signals interact to influence performance outcomes; experience with the Pacvue platform is a plus.

• Proficiency with CRM systems, customer success platforms, and eCommerce analytics tools.

• Excellent communication skills, a strong executive presence, and the capability to work autonomously in ambiguous, fast-paced environments.

🏝️ 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 support through Carrot