Senior Customer Success Manager II, Omni Commerce

Pacvue is the leading Commerce Media OS, powering significant advertising spend across global retail media networks. The Senior Customer Success Manager II, Omni Commerce will manage enterprise accounts, lead strategic client engagements, and influence product development while ensuring customer success in the Omni retail channel.

Responsibilities:

• Own and independently manage a portfolio of enterprise Omni Commerce accounts, driving retention, platform adoption, and measurable customer outcomes across the Omni retail channel
• Lead executive-level client engagements autonomously, including strategic business reviews, escalation management, and senior stakeholder alignment, without requiring manager involvement in routine complex situations
• Act as a senior commerce expert for Omni Commerce operations — digital shelf health, buy-box management, inventory-driven demand signals, pricing and promotion dynamics, and the intersection of in-store and online performance — advising customers and internal teams
• Build and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce offering, creating repeatable infrastructure that scales across additional enterprise clients
• Act as the primary conduit between Omni Commerce customers and the Product team, translating nuanced client workflows and market gaps into actionable product feedback that directly shapes the Omni Commerce roadmap
• Identify expansion opportunities within existing accounts and partner with Sales and Account Management to progress upsell and cross-sell motions across our clients portfolio
• Mentor and share best practices with peers across the Commerce CS team, elevating the team's overall Omni commerce fluency and strategic account management capability
• Stay ahead of changes across Omni Commerce ecosystems, including Walmart Connect, Walmart Scintilla (Channel Performance, Digital Landscape, Shopper Behaviors, etc.), Supplier One, Target Vendor IQ, and emerging retail media capabilities, and translate those changes into relevant guidance for clients and internal teams
• Contribute to cross-functional initiatives that harmonize the Commerce offering with Pacvue's retail media platform, ensuring a seamless and integrated client experience

Requirements:

• 8+ years of experience in Customer Success, commerce operations, or account management within retail and eCommerce (Walmart and Target are required)
• Deep, hands-on experience with omnichannel operations across Walmart & Target, specifically digital shelf optimization, buy-box dynamics, inventory management, and pricing and promotion strategy
• Proven ability to manage complex commerce operations across multiple retailers in parallel, understanding how decisions made in one channel's supply chain, pricing, or promotion strategy affect performance across others
• Proven ability to independently lead strategic, executive-level client relationships at enterprise CPG or large brand organizations, including C-suite and VP-level engagement, without escalation dependency
• Experience developing scalable frameworks, onboarding playbooks, or operational processes in a high-growth SaaS or commerce technology environment
• Strong analytical mindset with the ability to identify, synthesize, and leverage complex data to build compelling narratives; demonstrated experience translating commerce performance insights into executive-level presentations that influence strategy and drive decisions at the VP and C-suite level; proficiency with PowerPoint or equivalent presentation tools required
• Demonstrated track record of influencing product roadmap decisions through structured, evidence-based customer feedback and cross-functional collaboration
• Familiarity with retail media platforms and how commerce and media signals interact to drive performance outcomes
• Proficiency with CRM systems, customer success platforms, and eCommerce analytics tools
• Exceptional communication, executive presence, and the ability to operate with high autonomy in ambiguous, fast-moving environments
• Amazon and other Omni retailer experience are a strong plus
• Pacvue platform experience a plus