Senior Customer Success Manager II, Omni Commerce

About Us:

Pacvue is the leading Commerce Media OS, powering over $12B in advertising spend across 100+ global retail media networks including Amazon, Walmart, Target, Kroger, Instacart, Criteo, and CitrusAd. Powered by industry-leading AI and real-time data, Pacvue enables over 70,000 brands and agencies to maximize advertising performance, drive incrementality, and expand reach across the commerce universe from a single mission control. As of 2025, Pacvue powers 12% of total retail media ad spend worldwide excluding China. Combined with Helium 10’s SMB solutions, Pacvue delivers the industry’s most comprehensive platform for businesses of all sizes.

At Pacvue and Helium 10, great careers don’t just happen — they’re built. Here, you’ll rise as an industry leader, push the boundaries of innovation, own your journey, and thrive as part of an inclusive global community that’s redefining the future of commerce.

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 comme…