Customer Success Associate Director - Commerce

About Us:

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day. 

Why work at Pacvue? 

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations. 
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed. 
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.  
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market. 

About the role:

The Customer Success Associate Director - Commerce will play a pivotal role in leading and scaling our Commerce CS team. Pacvue’s Commerce solution is an omnichannel retail operations platform that empowers brands to manage their businesses holistically—from sales forecasting & measurement to supply chain management, alerts & automation, and dispute & chargeback management. This role will focus on delivering value across both online and offline channels, ensuring brands can optimize their full retail presence. 

This individual will own the customer experience for an assigned book of business, oversee strategic initiatives, and build internal capabilities that enhance team efficiency and customer outcomes. In this role, you will also work closely with the Product team, serving as the voice of the client to help shape and drive product innovation, ensuring our Commerce solutions evolve to meet customer needs and market demands. 

We’re looking for a leader who is enthusiastic about driving customer success, scaling teams, and harmonizing our Commerce and Revenue Recovery clients with our broader media solutions. If you enjoy working in a dynamic environment and have experience driving positive outcomes for SaaS clients, this role could be a great fit for you. 

Responsibilities: 

Team Leadership & Growth 

• 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. 

Customer Success 

• 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. 

Strategic Alignment & Capability Building 

• 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. 

Qualifications & Skills: 

Key Qualifications 

• 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. 

• • Amazon experience is required, Walmart and Target experience experience is a strong plus. 

• Deep understanding of eCommerce and how brands operate in the digital marketplace. 

• Knowledge of retail media platforms a plus. 

Skills & Competencies 

• 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. 

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 

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