Associate Director, Customer Success - Revenue Recovery

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, co