Senior Customer Success Manager II, Omni Commerce

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Pacvue

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛍️ eCommerce

☁️ SaaS

eCommerce • SaaS • Advertising

Pacvue is a commerce acceleration platform that helps businesses optimize their online retail strategies across over 90 marketplaces. It offers a suite of advertising, sales, analytics, and intelligence solutions designed to elevate business performance. Pacvue's platform includes tools for digital shelf optimization, advertising automation, reporting, ecommerce sales management, and retail media management. With AI-powered recommendations, it enables companies to manage variables like pricing, promotion, and ad strategy effectively. Pacvue serves brands and agencies by providing insights for advertising, centralized data management, and campaign automation to drive market share and sales growth. Major brands like Duracell, Bissell, and Nestlé Purina leverage Pacvue's platform to boost their advertising performance on platforms such as Amazon and Walmart, achieving significant increases in sales and return on ad spend. The company empowers its clients with real-time insights, dynamic reporting, and strategic automation to streamline advertising campaigns and optimize bid strategies efficiently. It focuses on delivering comprehensive retail media incrementality and commerce management tools integrated into a single solution.

📋 Description

• Own and independently manage a portfolio of enterprise Omni Commerce accounts, driving retention, platform adoption, and measurable customer outcomes across the Omni retail channel. • Lead executive-level client engagements autonomously, including strategic business reviews, escalation management, and senior stakeholder alignment, without requiring manager involvement in routine complex situations. • Act as a senior commerce expert for Omni Commerce operations — digital shelf health, buy-box management, inventory-driven demand signals, pricing and promotion dynamics, and the intersection of in-store and online performance — advising customers and internal teams. • Build and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce offering, creating repeatable infrastructure that scales across additional enterprise clients. • Act as the primary conduit between Omni Commerce customers and the Product team, translating nuanced client workflows and market gaps into actionable product feedback that directly shapes the Omni Commerce roadmap. • Identify expansion opportunities within existing accounts and partner with Sales and Account Management to progress upsell and cross-sell motions across our clients portfolio. • Mentor and share best practices with peers across the Commerce CS team, elevating the team's overall Omni commerce fluency and strategic account management capability. • Stay ahead of changes across Omni Commerce ecosystems, including Walmart Connect, Walmart Scintilla (Channel Performance, Digital Landscape, Shopper Behaviors, etc.), Supplier One, Target Vendor IQ, and emerging retail media capabilities, and translate those changes into relevant guidance for clients and internal teams. • Contribute to cross-functional initiatives that harmonize the Commerce offering with Pacvue's retail media platform, ensuring a seamless and integrated client experience.

🎯 Requirements

• 8+ years of experience in Customer Success, commerce operations, or account management within retail and eCommerce (Walmart and Target are required). • Deep, hands-on experience with omnichannel operations across Walmart & Target, specifically digital shelf optimization, buy-box dynamics, inventory management, and pricing and promotion strategy; Amazon and other Omni retailer experience are a strong plus. • Proven ability to manage complex commerce operations across multiple retailers in parallel, understanding how decisions made in one channel's supply chain, pricing, or promotion strategy affect performance across others. • Proven ability to independently lead strategic, executive-level client relationships at enterprise CPG or large brand organizations, including C-suite and VP-level engagement, without escalation dependency • Experience developing scalable frameworks, onboarding playbooks, or operational processes in a high-growth SaaS or commerce technology environment • Strong analytical mindset with the ability to identify, synthesize, and leverage complex data to build compelling narratives; demonstrated experience translating commerce performance insights into executive-level presentations that influence strategy and drive decisions at the VP and C-suite level; proficiency with PowerPoint or equivalent presentation tools required • Demonstrated track record of influencing product roadmap decisions through structured, evidence-based customer feedback and cross-functional collaboration • Familiarity with retail media platforms and how commerce and media signals interact to drive performance outcomes; Pacvue platform experience a plus • Proficiency with CRM systems, customer success platforms, and eCommerce analytics tools • Exceptional communication, executive presence, and the ability to operate with high autonomy in ambiguous, fast-moving 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 • 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 support through Carrot