Pacvue

Customer Success Manager

• 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.

Senior Customer Success Manager II, Omni Commerce

Account Manager

• Client Relationship Management: Lead a team of account managers to drive customer satisfaction and increase Pacvue adoption
• Serve as the primary point of contact for partners, fostering strong, trust-based relationships.
• Build and nurture long-term, high-value partnerships that drive both client success and Pacvue’s revenue growth.
• Act as a strategic consultant to clients, offering expert guidance on eCommerce best practices, performance optimization, and ways to get the most value out of the Pacvue software suite.
• Strategic Planning & Consultation: Analyze client data to uncover insights and opportunities for improvement, leveraging Pacvue's platform to recommend solutions that align with the client's business objectives.
• Partner with clients on joint strategy sessions, presenting data-driven recommendations and leading the development and execution of eCommerce strategies, defining the frameworks that guide both client and internal teams.
• Identify areas for up-sell and cross-sell opportunities within existing accounts to drive revenue growth and unlock new business.
• Execute Business Reviews
• Routine Retention and Expansion forecasting with exceptional Enterprise Pipeline Rigor
• Cross-Functional Collaboration: Partner with internal teams, including Sales, Customer Success, Product, and Marketing, to advocate for client needs and ensure seamless service delivery.
• Partner with senior leadership to shape the strategic direction of the account management function, influencing product roadmap priorities and long-term business decisions.
• Own the full performance and strategic direction of the account management function, including multi-year revenue targets, team development, and decisions with up to five years of organizational impact.
• Performance & Reporting: Regularly track and report on client performance, providing analysis and actionable recommendations to drive improved results through Pacvue.
• Monitor key performance indicators (KPIs) to ensure client success, using data insights to proactively suggest adjustments to strategies or channel mix.
• Prepare and deliver presentations to executive-level audiences, influencing decisions and securing buy-in on new strategies or growth initiatives within your client portfolio.
• Client Advocacy & Growth: Be a passionate advocate for client success within Pacvue, ensuring their needs and challenges are met with the highest level of service and support.
• Continuously look for ways to help clients maximize the value of Pacvue’s tools and technology to enhance their eCommerce advertising results.
• Effectively negotiate and sign contracts for renewals or expansion opportunities within your book of business.

Director, Account Management Lead

Artificial Intelligence

• Represent Pacvue’s AI Vision with Customers
• Serve as a senior customer-facing voice for Pacvue on AI, machine learning, Pacvue Agent, agentic workflows, automation, measurement intelligence, and the future of commerce media.
• Engage directly with enterprise brands, agencies, retailers, and strategic partners to understand their AI priorities, concerns, workflow gaps, and adoption barriers.
• Support executive briefings, customer advisory boards, strategic sales conversations, industry events, and thought leadership.
• Translate customer feedback into AI strategy, experimentation themes, product priorities, and roadmap decisions.
• Lead Pacvue’s AI, ML, and Data Science organization across experimentation, applied models, recommendations, optimization, measurement intelligence, forecasting, workflow automation, and agentic AI.
• Partner closely with existing AI and Data Science leaders to scale the organization, strengthen execution, and increase the impact of AI across customer-facing products.
• Create operating clarity across AI Labs, production ML/AI, Data Science, Pacvue Agent, and agentic workflows, ensuring clear ownership, priorities, evaluation criteria, and product impact.
• Ensure our AI, ML and Data Science teams are aligned, focused and executing seamlessly. Building a world-class AI team is paramount for our success and this leader must be as passionate about talent as they are the product and innovation they lead.
• Accelerate Pacvue Agent as a core AI experience across the platform, directing the team, helping customers move from insight to action through trusted, explainable, workflow-embedded AI.
• Lead Pacvue’s agentic AI strategy across customer workflows, internal productivity, decision support, and governed automation.
• Define where AI should recommend, explain, act, escalate, and learn within customer and internal workflows.
• Partner with Product Growth and Customer Success to ensure AI capabilities are adopted, trusted, and connected to measurable customer outcomes.
• Lead AI Labs, focused on rapid experimentation, prototyping, and validation of emerging AI capabilities.
• Identify high-potential AI use cases, test them quickly, and determine which should graduate into production roadmaps.
• Create a disciplined experimentation model that balances speed, customer value, feasibility, responsible AI practices, and business impact.
• Own the product and technical direction for ML, AI, and Data Science capabilities across recommendations, optimization, forecasting, measurement intelligence, workflow automation, and performance insights.
• Partner with Product, Engineering, and AI/DS leaders to turn models and AI capabilities into reliable, scalable, explainable product experiences.
• Drive decisions around model quality, explainability, trust, governance, evaluation, and adoption.

VP, AI Strategy – Delivery

Product Manager

• Conduct structured customer discovery — interviews, advisory touchpoints, Gong signal analysis — to gather evidence on whether new capabilities address real pain points. Write Product strategy summaries across Pacvue's emerging product suite to document what you find clearly and share it fast.
• Stay current on platform updates, channel changes, and ecosystem shifts across programmatic, retail media, and social commerce — flag what's relevant and bring it into team conversations.
• Gather and organize feedback from CS, Sales, Support, and Gong into clear, structured summaries — making it easy for Product and TPM to see patterns without having to dig.
• Own the product narrative for ecosystem partner conversations (e.g., Amazon) and lead preparation of materials for external industry touchpoints like IAB.
• Collaborate with PMM to identify and highlight value and real world industry context in GTM materials.
• Partner with Business Solutions and Sales Enablement to own the routing and resolution of external product requests — driving cleaner ways of working across the function.

Senior Customer Success Manager II, Omni Commerce

Director, Account Management Lead

VP, AI Strategy – Delivery

Product Manager, Growth