Job description
Location - US Remote
About Us:
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.
Why work at Pacvue?
- Be on the cutting edge - Pacvue is transforming the way brands and sellers win online. Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations.
- Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed.
- Learn – from the best! Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.
- Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market.
About the role:
Pacvue is seeking an experienced Associate Director, Customer Success - Revenue Recovery to lead the customer relationship for our growing portfolio of Revenue Recovery clients. This unique role blends traditional Customer Success responsibilities with strategic cross-functional leadership in shaping and scaling our Revenue Recovery product and service offering.
The ideal candidate is a trusted advisor who thrives at the intersection of technology, retail media, and financial optimization. You will serve as the voice of the customer, the translator between technical and service teams, and a thought leader in the evolving discipline of Revenue Recovery.
Responsibilities:
Customer Success & Relationship Management
- Own the post-sale relationship with a book of strategic Revenue Recovery customers, ensuring high levels of satisfaction, retention, and growth.
- Serve as the primary strategic advisor for enterprise clients across Amazon and other retailers, driving recovery through deduction management, chargeback prevention, and dispute resolution.
- Lead onboarding, training, adoption, and value realization for Revenue Recovery clients.
- Serve as the escalation point for client issues, collaborating cross-functionally to resolve them swiftly and effectively.
- Partner with Sales and Customer Success leadership to identify expansion opportunities and secure renewals.
- Position Revenue Recovery as a strategic lever across supply chain and media by connecting recovered revenue to total retail investment and profit outcomes.
Service Translation & Operational Enablement
- Act as a strategic liaison between clients and the Revenue Recovery services team, ensuring clarity, consistency, and accountability in communication.
- Translate client goals into internal priorities, bridging commercial objectives with executional success.
- Anticipate and mitigate friction points in delivery, proactively guiding both sides to mutual understanding and successful outcomes.
- Streamline internal workflows to improve efficiency and scalability of the Revenue Recovery service delivery model.
- Document and scale best practices, onboarding workflows, and playbooks for dispute management and chargeback reduction.
Strategic Market Development & Standards Definition
- Act as an internal subject matter expert on Revenue Recovery practices across Amazon and other retail platforms.
- Help define and evolve Pacvue’s market position in Revenue Recovery, including pricing models, core feature sets, and service packages.
- Identify industry trends and emerging customer needs that inform go-to-market strategy and client value propositions.
- Contribute to internal enablement (e.g., training, documentation) and participate in webinars, panels, or external forums as a thought leader.
Product Partnership & Voice of Customer
- Collaborate with the Product team to provide structured feedback and strategic input from customers, helping to shape the future of the Revenue Recovery product.
- Influence enhancements to reporting, visualizations, and automation features through structured feedback and business case development.
- Participate in roadmap discussions, user research, and beta programs to ensure alignment between product capabilities and market needs.
- Advocate for client needs using clear use cases and impact storytelling to shape product strategy and investment.
Skills & Qualifications:
- 7+ years of experience in Customer Success, Client Services, or Account Management roles in a B2B SaaS environment.
- Deep domain expertise in Revenue Recovery, ideally from within Amazon or similar eCommerce ecosystems.
- Demonstrated ability to build trust and drive outcomes with VP and Director-level stakeholders at enterprise brands.
- Strong cross-functional communication skills, especially when translating between product, technical services, and commercial teams.
- Strategic thinking and a bias for action—you identify gaps, propose solutions, and follow through.
- Passion for shaping an emerging category and driving meaningful client outcomes.
- Nice to have: experience working in or with retail media networks, prior involvement in product development processes or go-to-market initiatives, familiarity with financial operations or recovery workflows within retail/eCommerce environments
Benefits:
- Unlimited Paid Time Off
- Paid Holidays and Floating Holidays
- Medical, Dental, Vision, FSA/HSA, 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
The annual base salary range for this position is $135k - $160k. The actual salary will vary depending on the applicant’s experience, skills, and abilities as well as internal equity and market data for their location. This position is also eligible for an additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans, full details will be provided during the recruitment process.
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Pacvue is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
