Director, Customer Success & Revenue Growth

BigCommerce Pty.; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Commerce is seeking a Manager, Customer Success Management, to lead a high-performing team focused on renewals, expansion, and long-term customer value. You’ll drive data-informed decisions, partner with Sales, Product, Support, Finance, and Executives, and ensure CS operates at scale across multiple segments.

You’ll mentor managers, track KPIs, and shape strategies that reduce churn while increasing adoption and retention.

Qualifications

• 6–10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related roles.
• 3+ years leading and developing Customer Success or customer-facing teams.
• Proven success improving NRR, renewals, retention, expansion, and adoption.
• Experience forecasting, business reviews, reporting, and operational performance.
• Strong understanding of CS operating models, lifecycle management, segmentation, and health scoring.
• Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive.
• Preferred experience with Gainsight, Salesforce, and Tableau.
• Background in SaaS, ecommerce, or subscription-based businesses.
• Familiarity with AI productivity tools like ChatGPT, Claude, or NotebookLM.

Responsibilities

• Lead and develop a high-performing Customer Success team across multiple segments.
• Drive accountability and continuous improvement through coaching and performance management.
• Forecast renewals, churn risk, expansion opportunities, and portfolio health.
• Monitor dashboards and KPIs to identify trends, risks, and opportunities.
• Present performance and recommendations to senior leadership.
• Manage the customer lifecycle from onboarding through renewal and expansion.
• Ensure customers achieve measurable value via Success Plans and adoption initiatives.

Skills

NRR optimization

Forecasting

Data analysis

Cross-functional collaboration

Strategic thinking

Team leadership

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is seeking a Manager, Customer Success Management, to lead a high-performing team focused on renewals, expansion, and long-term customer value. You’ll drive data-informed decisions, partner with Sales, Product, Support, Finance, and Executives, and ensure CS operates at scale across multiple segments.

You’ll mentor managers, track KPIs, and shape strategies that reduce churn while increasing adoption and retention.