Sr. Customer Success Manager
About The Position
The Senior Customer Success Manager manages an assigned portfolio of Pacvue enterprise clients and builds meaningful client relationships. Serving as clients’ key point of contact, this role addresses and resolves issues in collaboration with Customer Success, Account Management, Product, Engineering, and other internal teams. The successful candidate uses strong client-management skills to deliver outcomes in a deadline-driven environment and contributes to the development and improvement of internal processes and workflows. The role provides technical support and service, advises clients on Pacvue enablement, develops account strategies, and identifies opportunities for account growth and expansion. It also educates users on platform features, supports onboarding and education content, communicates client feedback to research and development, and documents product issues for developers.
Requirements
- Typically 5+ years of digital/search advertising and platform experience, demonstrating complete mastery of the specialization.
- At least 2 years of experience with one or more ecommerce advertising platforms, such as Amazon, Walmart, Instacart, Pacvue, Criteo, or CitrusAds.
- Strong interpersonal skills, a team-player approach, and a customer-service-focused attitude.
- Ability to work in an ambiguous, fast-paced, startup-like environment and adapt as needed.
- Ability to operate effectively in both tactical and strategic modes.
- Strong analytical skills.
- Moderate Excel skills.
Nice To Haves
- Pacvue platform experience is strongly preferred.
- Familiarity with Amazon DSP, Amazon Marketing Cloud, and other retail media display offerings.
- Experience with social commerce platforms such as TikTok.
- Customer success, consulting service, or pre-sales experience and expertise.
Responsibilities
- Provide high-quality technical support and service to help customers succeed, and act as a trusted consultant to client teams on Pacvue enablement.
- Develop and execute account plans to foster account growth and expansion through new products and markets.
- Own broader account strategy development for priority accounts, partnering with senior team members at key review and alignment milestones.
- Act as an escalation point for client issues and independently resolve matters, involving leadership for critical, business-wide risks.
- Build mastery of the Pacvue platform and retail media landscape, serving as a resource for teammates on platform and industry questions.
- Collaborate with the Pacvue Training and Education team to develop product onboarding and education content.
- Identify opportunities to improve processes and collaborate with the team to enhance workflows.
- Educate users on the latest SaaS platform features.
- Address technical issues related to software functionality and upgrades.
- Share client feedback and insights with the R&D team to inform feature enhancements.
- Create product reports and reproduce errors for documentation and communication with developers.
Benefits
- Flexible paid time off.
- Paid holidays and floating holidays.
- Medical, dental, and vision insurance.
- FSA and HSA with employer contribution.
- Life insurance and pet insurance.
- 401(k) 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.
- Annual bonus compensation through an incentive plan.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
