Sr. Customer Success Manager
About The Position
The Senior Customer Success Manager manages an assigned book of Pacvue enterprise clients and builds meaningful client relationships. As the clients’ key point of contact, this role works with internal departments to address and resolve client issues, supported by Customer Success, Account Management, Product, and Engineering teams. The position uses strong client-management skills to deliver successful outcomes in a deadline-driven environment and contributes to developing and improving internal processes and workflows. The Senior Customer Success Manager provides technical support and service, serves as a trusted consultant for Pacvue enablement, and develops account strategies that support growth and expansion. The role also educates users on platform features, helps create onboarding and education content, communicates client feedback to R&D, and documents product issues for developers.
Requirements
- Typically 5+ years of digital/search advertising and platform experience, demonstrating mastery of the specialization.
- 2+ years of experience with one or more ecommerce advertising platforms: Amazon, Walmart, Instacart, Pacvue, Criteo, or CitrusAds.
- Strong interpersonal skills, a team-player mindset, and a customer-service-focused attitude.
- Ability to work in an ambiguous, fast-paced, startup-like environment and adapt as circumstances evolve.
- Ability to operate effectively in both tactical and strategic modes.
- Strong analytical skills.
- Moderate Excel skills.
Nice To Haves
- Experience with Pacvue is strongly preferred.
- Familiarity with Amazon DSP, Amazon Marketing Cloud, and other retail media display offerings is a strong plus.
- Experience with social commerce platforms such as TikTok is a plus.
- Customer success, consulting service, or pre-sales experience and expertise is a plus.
Responsibilities
- Provide high-quality technical support and service to help customers succeed.
- Serve 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, seeking senior team review at key milestones.
- Act as the escalation point for client issues and resolve matters independently, involving leadership for critical, business-wide risks.
- Serve as a resource for teammates on the Pacvue platform and retail media landscape.
- Collaborate with the Pacvue Training and Education team to develop product onboarding and education content.
- Identify process improvement opportunities and work 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
- Pet insurance
- 401(k) with employer match
- Up to 2 days of paid time off to volunteer with a 501(c) organization
- Paid parental leave
- Company-subsidized membership to Wellhub and Peloton
- Fertility and family-building information platform through Carrot
- Eligibility for additional 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
