Sr. Customer Success Manager

Pacvue

4h • $90,000 - $110,000 • Remote

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 addresses and resolves issues while working with Customer Success, Account Management, Product, and Engineering teams. The successful candidate applies strong client-management skills to achieve outcomes in a deadline-driven environment and contributes to developing and improving internal processes and workflows as the department expands.

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 of these ecommerce advertising platforms: 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, helping customers succeed and serving as a trusted consultant to key client teams on Pacvue enablement.
• Develop and execute account plans to foster account growth and expansion through new products and markets, identifying opportunities using sound judgment.
• Independently develop broader account strategies for priority accounts, involving senior team members at key review and alignment milestones.
• Serve as an escalation point for client issues and independently resolve matters, bringing critical business-wide risks to leadership.
• Master the Pacvue platform and retail media landscape and serve 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 process improvement opportunities and work with the team to enhance workflows.
• Educate users about the latest SaaS platform features.
• Address technical issues relating 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, vision, 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
• Annual bonus compensation through an incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed