Customer Success Lead — Retention, Growth & Strategy

Commerce.com US, Inc.; Austin (TX); Hybrid; USD 106,000 - 152,000; Full time

Job summary

Commerce is seeking a seasoned Manager, Customer Success Management to lead a high-performing team and drive retention, adoption, and expansion. You will coach managers, set priorities, and ensure coverage aligns with business objectives while partnering across Sales, Product, Support and Finance to maximize customer value.

You’ll own forecasting for renewals and expansion, monitor dashboards, and present insights to senior leadership. Hybrid work in Austin/remote-friendly channels may apply.

Qualifications

• 6–10 years in Customer Success or similar roles.
• 3+ years leading and developing teams.
• Proven track record improving NRR, renewals, retention and expansion.
• Experience with forecasting, reviews, reporting and ops performance.
• Strong analytical, strategic and communication skills.
• Experience partnering with Sales, Product, Support, Finance and Leadership.
• Familiarity with AI productivity tools (ChatGPT, Claude, NotebookLM).

Responsibilities

• Lead and develop a high-performing Customer Success team across segments.
• Drive accountability, collaboration and continuous improvement.
• Coach for career development and performance management.
• Align capacity and coverage with business objectives.
• Lead forecasting for renewals, churn risk, and expansion.
• Monitor KPIs and dashboards, identify trends and opportunities.
• Present performance, forecasts, and recommendations to senior leaders.
• Oversee customer lifecycle from onboarding to renewal and expansion.
• Deliver measurable business value through success plans.
• Partner with Sales, Product, Support, Marketing, Ops and executives.

Skills

Customer Success

Strategic Account Mgmt

SaaS

Ecommerce

Data analysis

Forecasting

Cross-functional

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is seeking a seasoned Manager, Customer Success Management to lead a high-performing team and drive retention, adoption, and expansion. You will coach managers, set priorities, and ensure coverage aligns with business objectives while partnering across Sales, Product, Support and Finance to maximize customer value.

You’ll own forecasting for renewals and expansion, monitor dashboards, and present insights to senior leadership. Hybrid work in Austin/remote-friendly channels may apply.