Senior Customer Success Manager II, Omni Commerce

Pacvue

Senior Customer Success Manager at Pacvue overseeing enterprise Omni Commerce accounts. Leading strategic client engagements and mentoring teams in an innovative, inclusive environment.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $110,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Omnichannel OperationsInventory ManagementPricing StrategyBuy-Box DynamicsOnboarding Framework DevelopmentOperational Process DevelopmentData SynthesisCommerce Performance InsightsRetail Media PlatformsCustomer Success Platforms

Soft Skills

Exceptional CommunicationExecutive PresenceAutonomy in Ambiguous EnvironmentsMentoring and Best Practices Sharing