Full-Time Customer Success Associate Director

About the role:The Customer Success Associate Director - Commerce will lead and scale the Commerce CS team. Pacvue's Commerce solution empowers brands to manage their businesses holistically, from sales forecasting to supply chain management. This role focuses on delivering value across online and offline channels, optimizing the full retail presence.

Responsibilities:

• Lead, mentor, and scale the CS team supporting Commerce and Revenue Recovery products.
• Define and execute a strategy for growing the CS function, ensuring operational excellence.
• Own customer relationships for an assigned book of business, ensuring customer retention.
• Act as the functional lead for key accounts, maximizing the value of Pacvue's Commerce and Revenue Recovery solutions.
• Partner with Sales, Account Management, and Product teams for expansion and renewals.
• Lead strategic business reviews (QBRs), aligning client objectives with Pacvue's capabilities.
• Harmonize Commerce with Retail Media for a seamless customer experience.
• Develop internal workflows, playbooks, and best practices to improve CS operations and scalability.
• Collaborate with Product and Engineering for product roadmap decisions based on customer feedback.
• Be a subject matter expert on the Pacvue platform and Commerce.
• Contribute to training/marketing assets and webinars as needed.
• Drive automation and self-service solutions.

Qualifications:

• 7+ years in Customer Success, Account Management, or related roles within retail and eCommerce.
• 5+ years in a leadership capacity.
• Deep understanding of omnichannel retail operations.
• Walmart and Target experience required; Amazon experience a plus.
• Deep understanding of eCommerce and brand operations in the digital marketplace.
• Knowledge of retail media platforms a plus.

Skills:

• Strong executive presence.
• Data-driven mindset with analytical skills for customer strategy.
• Proven ability to scale processes.
• Experience with customer success platforms, CRM tools, and eCommerce analytics solutions.
• Exceptional communication, leadership, and problem-solving skills.

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