Senior Customer Success Manager

Senior Customer Success Manager

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.

We are seeking a Senior Customer Success Manager who excels in guiding Commerce customers at every stage of their journey, ensuring they maximize product usage. As a customer advocate, this role resolves complex issues, introduces new offerings, and identifies avenues for growth within client accounts. Proficient in driving enhancements from customer feedback, this individual also mentors peers while effectively communicating customer needs to shape product strategy. Keeping abreast of evolving eCommerce trends and systems is a natural part of their commitment to delivering exceptional service.

Responsibilities :

• Advise customers on optimal product usage across their journey stages, from onboarding to advocacy.
• Act as the customer's advocate in resolving escalated troubleshooting and product usage cases.
• Introduce new products / services to customers, highlighting their potential value.
• Handle clients of varying complexity levels, identifying growth opportunities and proposing upsells.
• Identify trends in customer feedback, communicating product improvements and quality of life enhancements.
• Effectively communicate customer needs to influence product prioritization and engage with executive-level stakeholders for strategic product usage consultation.
• Identify new data points to enhance customer insights and provide practical feedback to peers and management for SOP revisions.
• Create, revise, and adhere to project plans and roadmaps, understanding eCommerce strategies for revenue generation, upsell potential, and the nuances of company products.
• Stay updated on the latest updates to Amazon backend systems and emerging eCommerce trends.

Skills & Qualifications :

Benefits :

The annual OTE (On-Target Earnings) range for this position is $120,000-$130,000. The actual OTE will vary based on the candidate's experience, skills, and qualifications, as well as internal equity and market data for their location. This role includes a base salary and performance-based variable compensation, with full details to be shared during the recruitment process.