Executive Enterprise Customer Success Leader

Commerce

Austin, Atlanta (TX, GA)

Hybrid

USD 120,000 - 204,000

Full time

4 days ago

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Job summary

Commerce, a remote-first company, is seeking a Principal Customer Success Manager – Enterprise to own a portfolio of strategic accounts across multi-product ecommerce platforms. You will drive adoption, renewals, expansion, and customer advocacy while partnering with executive stakeholders to define success metrics.

You’ll lead cross-functional reviews, mitigate churn, manage escalations, and mentor other CSMs.

Qualifications

8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.
Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts.
Strong executive presence with the ability to influence senior and C-level stakeholders.
Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management.

Responsibilities

Own strategic enterprise accounts with accountability for renewals, net revenue retention, expansion, and referenceability.
Develop and execute success plans with clear goals, KPIs, and measurable ROI.
Drive adoption and engagement across multiple product lines and platform functionality.
Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are achieved.
Forecast accurately on renewals, churn risks, and upsell opportunities.