About the Role:

We are seeking a Senior Customer Success Manager II, Omni Commerce who brings deep Omni (focus is on Walmart & Target) retail expertise and the ability to lead highly complex, strategic customer relationships with full autonomy. For this role, Commerce refers to Pacvue's retail operations platform spanning digital shelf optimization, inventory management, buy-box dynamics, and pricing and promotion strategy-distinct from retail media or Commerce Media as used in agency contexts. This role sits at the intersection of customer success, commerce strategy, and product influence, bringing advanced, wide-ranging expertise across Omni retailers' commerce ecosystems - digital shelf optimization, inventory management, buy-box dynamics, and pricing and promotion strategy - and applying it to influence customer outcomes and partner teams.

In this role, you'll bring expertise in how these operations function across our Omni retailers, specifically Walmart and Target, and how dynamics in one channel affect performance in another.

This individual will own the end-to-end customer experience for a portfolio of enterprise Commerce accounts, with particular focus on Pacvue's growing Omni Commerce offering. They will be the primary point of contact for senior client stakeholders, lead strategic business reviews and executive engagements independently, and translate real-world commerce workflows into scalable frameworks that elevate the broader Commerce CS team. They will also serve as a critical voice of the customer to Product, helping shape the Omni Commerce roadmap as Pacvue expands this capability across the enterprise landscape.

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.

Skills & Qualifications:

• 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; Amazon and other Omni retailer experience are a strong plus.
• 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; Pacvue platform experience a plus
• 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

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 support through Carrot

The annual base salary range for this position is $110,000-$130,000 USD. 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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