Customer Success Renewal Specialist

Cacheflow; Austin (TX); Hybrid; USD 62,000 - 104,000; Full time

Job summary

BigCommerce, part of Commerce, seeks a Customer Success Renewal Specialist to drive renewal strategies and retain merchant partnerships within the CSS team. You will identify at-risk accounts, negotiate multi-year terms, and collaborate with Sales and Product to maximize platform value.

Strong negotiation and communication skills are essential. You will engage with merchants to understand issues, guide renewals, and pursue upsell opportunities while maintaining a high standard of customer care.

Qualifications

• Minimum 2 years in renewal or sales with negotiation focus.
• Experience in a customer-facing, service-oriented role.
• Excellent written and verbal communication; ability to diffuse situations.
• Proven ability to work with internal and external stakeholders.

Responsibilities

• Identify at-risk customers and develop renewal strategies to prevent churn.
• Maintain consistent customer engagement throughout the renewal cycle.
• Leverage knowledge of BC platform, services, and ecosystem to resolve merchant concerns and negotiate multi-year renewals.
• Assist with closing renewal deals and ensure renewals are on time and within budget.
• Identify and close upsell/cross-sell opportunities during renewals.
• Gather merchant feedback and help CSS leadership develop retention strategies.
• Analyze merchant behavior and work with Product/BD to improve functionality.
• Coordinate renewal activity with Sales and CSS teams across internal functions.
• Assess accounts for opportunities through partners and optimize platform usage.
• Develop solutions to improve customer satisfaction and create lifelong promoters.
• Maintain professionalism in interactions across the CSS organization.

Skills

Negotiation tactics

Customer-facing experience

Communication skills

Calm under pressure

Problem-solving

Tools

Salesforce CRM

Zendesk

Tableau

MS Office

Google Workspace

Job description

Welcome to the Agentic Commerce Era

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

BigCommerce, part of the Commerce brand family, helps merchants increase sales at every stage of their growth. From small startups to mid-market businesses and large enterprises, we provide the leading e-commerce platform. Our customers can then concentrate on what's most important: growing their businesses. We enable our customers to build, innovate, and grow, collectively reshaping the e-commerce industry.

Named a 2026 "Best Place to Work" in Austin, BigCommerce is seeking a Customer Success Renewal Specialist within our Customer Success Services (CSS) Team. As a Renewals Specialist, you will be a part of building a new team at BigCommerce that is responsible for identifying at-risk customers, negotiating renewal terms, and closing deals. The Renewals Specialist will report to the Renewals Manager and will also work closely with the Sales and Customer Success teams to ensure that our customers are getting the most out of our platform. You will deal directly with merchants to understand issues they are facing, how we can improve our products and services, and how we can retain their business.

What You’ll Do:

• Identify at-risk customers and develop renewal strategies to prevent churn.

• Maintain consistent customer engagement throughout the renewal sales cycle.

• Utilize your exceptional knowledge of BC platform, services, and ecosystem to solve any outstanding merchant concerns and negotiate multi-year subscription renewals to retain their business.

• Assist with closing renewal deals and ensuring that all renewals are on time and within budget.

• Identify and close upsell/cross-sell deals during the renewal engagement; maintain opportunities for these transactions.

• Gather information about merchant concerns and work with CSS leadership to develop meaningful retention and renewal strategies based on merchant feedback.

• Analyze merchant behavior and communicate with Product and Business Development teams to improve product functionality and resolve issues.

• Work closely and coordinate renewal activity with the Sales and Customer Success teams so that all internal teams are kept informed.

• Assess merchant accounts for areas of opportunity through strategic partners and/or optimize platform usage for increased success.

• Develop solutions for improving customer satisfaction and creating lifelong promoters of our brand.

• Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization.

Who You Are:

• Minimum 2 years’ in renewal or sales role with a strong foundation in negotiation tactics preferred.

• Experience in a customer-facing, service-oriented role is required

• Exceptional written and verbal communication skills; excellent ability to diffuse difficult situations, create a clear path to resolution with owners and dates, and secure buy-in from internal and external stakeholders to deliver.

• A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence.

• An ability to remain calm, empathetic, patient, and professional in stressful situations.

• Proficient with software applications like MS Office, Google Workspace, and Tableau; experience with Salesforce CRM and Zendesk preferred.

• Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together.

• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.

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(Pay Transparency Range: $61,635.00 - $104,236.00)

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/