Account Manager

Cacheflow; Austin (TX); Hybrid; USD 150,065 - 225,097; Full time

Job summary

Commerce is seeking an experienced Account Manager to develop and manage strategic relationships with key clients across BigCommerce and related platforms. You will own existing accounts, drive renewal and expansion, and coordinate with sales, product, and support to deliver value.

The role focuses on B2B SaaS, requires a data-driven mindset, and involves leading business reviews, tracking ROI, and maintaining CRM records for proactive account management.

Qualifications

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven retention and expansion track record.
• Experience acting as quarterback of a customer account, coordinating with internal teams and external partners.
• Strong knowledge of SaaS metrics, customer lifecycle management, and ROI communication.

Responsibilities

• Create and execute a plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities within existing accounts for the suite of products.
• Develop territory plans to exceed cross-sell and upsell quotas and prioritize high-value opportunities.
• Create and maintain detailed account plans outlining goals, milestones, and growth opportunities.
• Develop customized proposals, contracts, and presentations aligned with customer objectives.
• Serve as the main contact for customer inquiries, requirements, and escalation handling.
• Collaborate with sales, product, support and external agency partners to deliver seamless support.
• Handle inquiries and issues with timely resolution to maintain high customer satisfaction.
• Lead regular business reviews with key accounts to discuss usage, performance, and ROI, and identify growth opportunities.
• Track key account metrics, identify at-risk accounts, and provide status updates to stakeholders.
• Maintain up-to-date records of interactions, proposals, and account details in CRM.

Skills

Account Management

SaaS

Renewals

CRM

Data-driven

Salesforce

Gainsight

Tools

Salesforce

Gainsight

Job description

Welcome to the Agentic Commerce Era

We are seeking a highly motivated and experienced Account Manager to develop and manage strategic relationships with key clients. You will own both Feedonomics & BigCommerce, and B2C & B2B, and will own existing accounts within the segment and act as the point of contact to drive expansion and renewal for these accounts.

What You’ll Do:

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services.

• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals.

• Create and maintain detailed account plans that outline goals, key milestones, potential challenges, and growth opportunities for top accounts, providing a roadmap for revenue expansion.

• Develop customized proposals, contracts, and presentations that effectively communicate the value of the company’s offerings, ensuring alignment with customer objectives and business needs.

• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness.

• Collaborate with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations.

• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; elevate issues as needed and work with relevant teams to provide solutions.

• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption

• Track key account metrics, analyze customer engagement, and identify at‑risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management.

• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up‑to‑date and accessible to stakeholders.

• You will not be responsible for prospecting to, or for managing a sales process for new accounts.

Who You Are:

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription‑based model.

• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets.

• Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high‑impact results, ensuring all efforts are aligned and collaborative.

• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite.

• Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long‑term relationships with clients and agency partners, influencing decision‑makers and aligning efforts across all stakeholders.

• Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities.

• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long‑term engagement.

• Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction.

• Experience with Global Accounts and Multi‑regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs.

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(Pay Transparency Range: $150,065.00 - $225,097.00)

Compensation Transparency

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

Inclusion and Belonging

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

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Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process.

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• require payment of recruitment fees from candidates;

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If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.