Senior Customer Success Manager II, Omni Commerce

What you'll do

• Own and independently manage a portfolio of enterprise Omni Commerce accounts, driving retention, platform adoption, and measurable customer outcomes
• Lead executive-level client engagements autonomously, including strategic business reviews, escalation management, and senior stakeholder alignment
• Act as a senior commerce expert for Omni Commerce operations advising customers and internal teams
• Build and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce offering
• Serve as primary conduit between Omni Commerce customers and Product team, translating client workflows into actionable product feedback
• Identify expansion opportunities within existing accounts and partner with Sales and Account Management for upsell and cross-sell
• Mentor and share best practices with peers across the Commerce CS team
• Stay ahead of changes across Omni Commerce ecosystems and translate those into relevant guidance
• Contribute to cross-functional initiatives harmonizing Commerce offering with Pacvue's retail media platform

Requirements

• 8+ years of experience in Customer Success, commerce operations, or account management within retail and eCommerce (Walmart and Target required)
• Deep, hands-on experience with omnichannel operations across Walmart & Target, including digital shelf optimization, buy-box dynamics, inventory management, and pricing and promotion strategy
• Experience with Amazon and other Omni retailers is a strong plus
• Proven ability to manage complex commerce operations across multiple retailers in parallel
• Proven ability to independently lead strategic, executive-level client relationships at enterprise CPG or large brand organizations, including C-suite and VP-level engagement
• Experience developing scalable frameworks, onboarding playbooks, or operational processes in a high-growth SaaS or commerce technology environment
• Strong analytical mindset with ability to synthesize complex data and build compelling narratives
• Experience translating commerce performance insights into executive-level presentations influencing VP and C-suite decisions
• Demonstrated track record of influencing product roadmap decisions through structured customer feedback and cross-functional collaboration
• Familiarity with retail media platforms and interaction of commerce and media signals
• Proficiency with CRM systems, customer success platforms, and eCommerce analytics tools
• Exceptional communication, executive presence, and ability to operate autonomously in fast-moving environments

Tech stack

Benefits