Customer Success Manager

About Commerce

Commerce is dedicated to enabling businesses to innovate and expand through its open, AI-driven commerce ecosystem. As the parent organization of BigCommerce, Feedonomics, and Makeswift, Commerce integrates various tools to help businesses harness their data effectively and offer personalized, smooth experiences across all channels. Committed to using AI responsibly, the company focuses on solving complex commerce problems and empowering businesses to grow smartly and adapt rapidly.

Our open SaaS ecommerce platform supports merchants of all sizes to increase sales and accelerate growth. Recognized for our workplace excellence in multiple cities, including Austin, we champion innovation, customer focus, and employee development while expanding globally and fostering an inclusive, high-performing culture.

Position Overview

We are looking for a commercially savvy, proactive Customer Success Manager (CSM) to oversee a mixed portfolio combining personal, high-touch relationships with selected named customers and a broader, digitally-engaged customer base. This role is directly responsible for Net Revenue Retention (NRR) and meeting key performance objectives.

Key Responsibilities

• Manage a combination of named and scaled customer accounts with full responsibility for retention, renewal, growth, and churn reduction, aiming to meet NRR goals.
• Create and implement strategic success plans for named accounts and scalable lifecycle programs for broader cohorts, aligned with customer objectives and measurable outcomes.
• Promote customer value realization to boost retention, deepen adoption, shorten time to value, and maximize long-term account worth.
• Identify growth opportunities from engagement data and collaborate with Sales for upsell and cross-sell initiatives.
• Lead proactive renewal planning and readiness to minimize revenue leakage.
• Maintain prescient oversight of portfolio health to anticipate risks and revenue opportunities.
• Oversee the entire customer journey from onboarding through advocacy across both engagement models, including one-on-one and one-to-many interactions via webinars, campaigns, and automated communications.
• Build strong executive relationships and provide strategic guidance including business reviews and planning.
• Develop and improve customer lifecycle journeys to enhance health and behavior-based outcomes.
• Handle customer escalations thoroughly by coordinating stakeholders and maintaining transparent communication to restore confidence.
• Forecast risks and monitor customer health to preemptively manage churn and cultivate expansion prospects.
• Collaborate cross-functionally with Sales, Product, Marketing, Support, and Leadership to deliver consistent value-driven experiences.
• Represent the customer internally, using insights to inform business priorities and optimize engagement tactics.
• Maintain disciplined account and data management practices including CRM hygiene and forecasting accuracy.

Success Criteria

• Achievement of Net Revenue Retention targets.
• Growth of expansion pipeline and closed deals.
• Successful renewal rates.
• High levels of customer engagement and product adoption.
• Improved customer health indicators.
• Reduction in churn and successful risk recovery.
• Increased customer advocacy and references.
• Accurate forecasting and healthy portfolio management.

Qualifications and Experience

• 3 to 5 years of experience in customer success, account management, lifecycle management, or other client-facing commercial roles.
• Proven track record managing portfolios with accountability for retention, renewal, growth, or revenue.
• Experience balancing direct account management with scaled digital engagement.
• Strong skills in risk management, escalations, and retention strategy execution.
• Solid understanding of customer lifecycle techniques including success planning and adoption methods.
• Exceptional communication, stakeholder coordination, executive interaction, and relationship-building capabilities.
• Analytical mindset with ability to convert data-driven insights into actions.

Preferred Background

• Familiarity with AI tools such as ChatGPT, Claude, or NotebookLM.
• Knowledge of ecommerce, digital commerce, retail, B2B, wholesale, manufacturing, or consumer goods sectors.
• Experience with CRM systems (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).
• Background in enterprise SaaS or technology-driven customer environments.
• Proficient in customer data analytics and reporting tools.
• Experience designing customer lifecycle programs, campaigns, or webinar initiatives.

Personal Attributes

• Customer-centric approach combined with strong commercial insight.
• Capability to harmonize personalized relationship management and automated scalable program delivery.
• Strong prioritization, execution, problem-solving, and negotiation skills.
• Ability to influence complex teams and customer situations.
• Data-oriented operator focused on measurable business and customer results.

Additional Information

Work type: Onsite, full-time with hybrid elements.
Salary Range: $71,645 to $121,164 annually.

Inclusion and Equal Opportunity: Commerce values diversity and inclusion, providing accommodations for disabilities during hiring and employment.

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