Senior Customer Success Manager II

About the Role:

The Senior Customer Success Manager II brings wide-ranging, in-depth expertise to build and lead strategic relationships with Pacvue's enterprise clients, operating with full autonomy across a portfolio of complex accounts. Liaising with internal departments, you will be our clients' key point of contact, independently resolving their issues while partnering with our Customer Success, Account Management, Product, and Engineering teams. The successful candidate will apply sophisticated client management strategies to drive successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will build scalable frameworks and processes that elevate the broader team's capabilities.

Responsibilities:

• Independently manage complex, variable account challenges across multiple products and markets in parallel, adapting sophisticated strategies as client needs and market conditions shift.
• Drive account growth and expansion by independently developing and executing account plans across new products and markets, using judgment to identify and act on opportunities with minimal oversight.
• Own the end-to-end customer experience for a portfolio of enterprise accounts, building scalable frameworks and playbooks that extend beyond the immediate portfolio to benefit the wider team.
• Lead executive-level client engagements and escalations autonomously, independently determining the approach and resolution criteria, without requiring manager involvement in routine complex situations.
• Bring wide-ranging, in-depth expertise across the Pacvue platform and the broader retail media landscape, understanding how dynamics in one channel or account type affect outcomes in another, and serving as a subject-matter resource for the CS team and external stakeholders alike.
• Act as a primary conduit between clients and Product/Engineering, translating client feedback into actionable input that helps shape the roadmap.
• Mentor peers and share best practices across the CS team, elevating the team's overall strategic account management capability.
• Identify and drive process improvement opportunities, building repeatable infrastructure that scales across additional enterprise clients.
• Educate users on the latest SaaS platform features and act as an escalation point for 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:

• 6+ years of experience in digital/search advertising, or platform/account management, with demonstrated ability to operate independently at the executive level.
• Deep experience in ecommerce advertising platforms such as Amazon, Walmart, Instacart, Pacvue, Criteo, or CitrusAds (Pacvue experience 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.
• Proven track record in customer success, consulting, or pre-sales roles involving executive-level engagement.
• Demonstrated ability to influence cross-functional and product roadmap decisions through structured, evidence-based feedback.
• Exceptional interpersonal and communication skills, with strong executive presence.
• High degree of comfort operating independently in ambiguous, fast-paced, start-up-like environments.
• Ability to operate simultaneously and effectively in both tactical and strategic modes.
• Strong analytical skills, with the ability to synthesize complex data into compelling narratives.
• Moderate to strong Excel skills.