Associate Director, Customer Success - Revenue Recovery

Summary

Join Pacvue as an Associate Director, Customer Success - Revenue Recovery and lead customer relationships for a growing portfolio of clients. This role blends traditional Customer Success responsibilities with strategic cross-functional leadership in shaping and scaling the Revenue Recovery product and service offering. You will serve as a trusted advisor, the voice of the customer, and a translator between technical and service teams. Responsibilities include managing customer relationships, serving as a strategic advisor, leading onboarding and training, and acting as an escalation point for client issues. You will also partner with Sales and Customer Success leadership to identify expansion opportunities and contribute to strategic market development. The ideal candidate has 7+ years of experience in Customer Success, Client Services, or Account Management in a B2B SaaS environment and deep domain expertise in Revenue Recovery.

Requirements

• 7+ years of experience in Customer Success, Client Services, or Account Management roles in a B2B SaaS environment
• Deep domain expertise in Revenue Recovery, ideally from within Amazon or similar eCommerce ecosystems
• Demonstrated ability to build trust and drive outcomes with VP and Director-level stakeholders at enterprise brands
• Strong cross-functional communication skills, especially when translating between product, technical services, and commercial teams
• Strategic thinking and a bias for action—you identify gaps, propose solutions, and follow through
• Passion for shaping an emerging category and driving meaningful client outcomes

Responsibilities

• Own the post-sale relationship with a book of strategic Revenue Recovery customers, ensuring high levels of satisfaction, retention, and growth
• Serve as the primary strategic advisor for enterprise clients across Amazon and other retailers, driving recovery through deduction management, chargeback prevention, and dispute resolution
• Lead onboarding, training, adoption, and value realization for Revenue Recovery clients
• Serve as the escalation point for client issues, collaborating cross-functionally to resolve them swiftly and effectively
• Partner with Sales and Customer Success leadership to identify expansion opportunities and secure renewals
• Position Revenue Recovery as a strategic lever across supply chain and media by connecting recovered revenue to total retail investment and profit outcomes
• Act as a strategic liaison between clients and the Revenue Recovery services team, ensuring clarity, consistency, and accountability in communication
• Translate client goals into internal priorities, bridging commercial objectives with executional success
• Anticipate and mitigate friction points in delivery, proactively guiding both sides to mutual understanding and successful outcomes
• Streamline internal workflows to improve efficiency and scalability of the Revenue Recovery service delivery model
• Document and scale best practices, onboarding workflows, and playbooks for dispute management and chargeback reduction
• Act as an internal subject matter expert on Revenue Recovery practices across Amazon and other retail platforms
• Help define and evolve Pacvue’s market position in Revenue Recovery, including pricing models, core feature sets, and service packages
• Identify industry trends and emerging customer needs that inform go-to-market strategy and client value propositions
• Contribute to internal enablement (e.g., training, documentation) and participate in webinars, panels, or external forums as a thought leader
• Collaborate with the Product team to provide structured feedback and strategic input from customers, helping to shape the future of the Revenue Recovery product
• Influence enhancements to reporting, visualizations, and automation features through structured feedback and business case development
• Participate in roadmap discussions, user research, and beta programs to ensure alignment between product capabilities and market needs
• Advocate for client needs using clear use cases and impact storytelling to shape product strategy and investment

Preferred Qualifications

• Experience working in or with retail media networks
• Prior involvement in product development processes or go-to-market initiatives
• Familiarity with financial operations or recovery workflows within retail/eCommerce environments

Benefits

• Unlimited Paid Time Off
• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA/HSA, 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