Sr. Customer Success Manager

About Us:

Pacvue is the leading Commerce Media OS, powering over $12B in advertising spend across 100+ global retail media networks including Amazon, Walmart, Target, Kroger, Instacart, Criteo, and CitrusAd. Powered by industry-leading AI and real-time data, Pacvue enables over 70,000 brands and agencies to maximize advertising performance, drive incrementality, and expand reach across the commerce universe from a single mission control. As of 2025, Pacvue powers 12% of total retail media ad spend worldwide excluding China. Combined with Helium 10’s SMB solutions, Pacvue delivers the industry’s most comprehensive platform for businesses of all sizes.

At Pacvue and Helium 10, great careers don’t just happen — they’re built. Here, you’ll rise as an industry leader, push the boundaries of innovation, own your journey, and thrive as part of an inclusive global community that’s redefining the future of commerce.

About the Role:

The Senior Customer Success Manager has the opportunity to build meaningful relationships while managing an assigned book of Pacvue’s enterprise clients. Liaising with internal departments, you will be our clients’ key point of contact, addressing and resolving their issues, while benefiting from the support of our dedicated Customer Success, Account Management, Product, and Engineering teams. The successful candidate will utilize their tremendous client management acumen to produce successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will contribute to the development and improvement of internal processes and workflows in collaboration with the broader team.

Responsibilities:

• Make customers successful by providing high quality technical support and service. Become a true trusted consultant to hands on key teams for all things Pacvue enablement
• Foster account growth/expansion via new products and markets by developing and executing account plans, using judgment to identify new opportunities.
• Independently own broader account strategy development for priority accounts, partnering with senior team members only at key milestones for review and alignment.
• Act as the escalation point for client issues, independently resolving matters using judgment and precedent, looping in leadership only on critical, business-wide risks.
• Bring complete mastery of the Pacvue platform and retail media landscape, serving as a go-to resource for teammates on platform and industry questions.
• Collaborate with the Pacvue Training and Education team to build out content for product onboarding and education.
• Identify process improvement opportunities and collaborate with the team to enhance current workflows.
• Educate users on latest SaaS platform features.
• Address technical issues relating to software function and upgrades.
• Share client feedback and insights with the R&D team to help inform feature enhancements.
• Create product reports and recreate errors for documentation and communication with developers.

Skills & Qualifications:

• Typically 5+ years of digital/search advertising and platform experience, demonstrating complete mastery of the specialization
• 2+ years experience in any of the following ecommerce advertising platforms: Amazon, Walmart, Instacart, Pacvue, Criteo or CitrusAds (experience with Pacvue strongly preferred)
• Familiarity with Amazon DSP, Amazon Marketing Cloud, and other display offerings in retail media a strong plus
• Experience with social commerce platforms, like TikTok, a plus
• Customer success, consulting service or pre-sales experience and expertise a plus
• Great interpersonal skills, team player and customer service focused attitude
• High threshold for working in an ambiguous, fast paced environment start-up like environment - figuring it out and adapting as you go
• Ability to operate simultaneously and effectively in both tactical and strategic modes
• Strong analytical skills
• Moderate Excel skills

Benefits:

• Flexible Paid Time Off
• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA, HSA with employer contribution, 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
• Company-subsidized membership to Wellhub and Peloton
• Fertility and family-building information platform through Carrot

The annual base salary range for this position is $90,000-$110,000. The actual salary will vary depending on the applicant’s experience, skills, and abilities as well as internal equity and market data for their location. This position is also eligible for an additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans, full details will be provided during the recruitment process.

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