Customer Success Associate Director

Summary

Join Pacvue's growing team as a Customer Success Associate Director - Commerce! Lead and scale the Commerce CS team, focusing on delivering value across online and offline channels. Own customer relationships, oversee strategic initiatives, and build internal capabilities to enhance team efficiency and customer outcomes. Collaborate with Product, Sales, and Account Management teams to drive expansion and renewals. This role requires strong leadership, a deep understanding of omnichannel retail operations, and experience in eCommerce. You will be a key voice of the client, shaping product innovation to meet evolving customer needs and market demands. Pacvue offers a dynamic environment and opportunities for professional growth.

Requirements

• 7+ years in Customer Success, Account Management, or related roles within retail and eCommerce
• 5+ years in a leadership capacity, managing teams and scaling customer success functions
• Deep understanding of omnichannel retail operations, including how in-store execution impacts online retail performance
• Walmart and Target experience is required
• Deep understanding of eCommerce and how brands operate in the digital marketplace
• Strong executive presence with the ability to engage, influence, and drive impact at the C-suite level
• Data-driven mindset with experience using analytics to inform customer strategy
• Proven ability to develop and scale processes in a high-growth, dynamic environment
• Experience with customer success platforms, CRM tools, and eCommerce analytics solutions
• Exceptional communication, leadership, and problem-solving skills

Responsibilities

• Lead, mentor, and scale the CS team supporting our Commerce and Revenue Recovery products
• Define and execute a strategy for growing the CS function, ensuring operational excellence and best practices
• Develop a high-performing team culture focused on proactive customer engagement and measurable outcomes
• Own customer relationships for an assigned book of business, ensuring customer retention
• Act as the functional lead for key accounts, working closely with clients to maximize the value of Pacvue’s Commerce and Revenue Recovery solutions
• Partner with Sales, Account Management, and Product teams to drive expansion and renewals
• Lead strategic business reviews (QBRs) and align client objectives with Pacvue’s capabilities
• Harmonize our Commerce offering with Retail Media to create a seamless customer experience
• Develop internal workflows, playbooks, and best practices to streamline CS operations and improve scalability
• Collaborate with Product and Engineering teams to ensure customer feedback informs product roadmap decisions
• Be a subject matter expert on the Pacvue platform and Commerce in general. Contribute to the creation of training or marketing assets. Participate in webinars as a subject matter expert as needed
• Drive automation and self-service solutions to enhance efficiency and customer engagement

Preferred Qualifications

• Amazon experience is a strong plus
• Knowledge of retail media platforms a plus

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