Head of Customer Success: Scale Retention & Growth (Remote)

Commerce; Texas; Remote; USD 106,000 - 152,000; Full time

Job summary

Commerce, a remote-first SaaS commerce platform, is seeking a Manager, Customer Success Management to lead a high-performing team focused on retention, adoption, expansion, and long-term value.

You will partner with Sales, Product, Support, Marketing, and Finance to translate customer insights into scalable processes, operating models, and strategic Success Plans that drive measurable business outcomes.

Qualifications

• 6–10 years in Customer Success or related roles.
• 3+ years leading customer-facing teams.
• Proven success improving NRR, renewals, expansion.

Responsibilities

• Lead & develop Customer Success Managers across multiple segments.
• Own Net Revenue Retention and key business metrics.
• Forecast renewals, churn risk, expansion opportunities.
• Monitor KPIs and present forecasts to senior leadership.
• Oversee end-to-end customer lifecycle from onboarding to renewal.
• Manage escalations and reduce churn.
• Collaborate with Sales, Product, Support, Marketing, and Finance.

Skills

Customer Success

Leadership

Forecasting

Analytics

Cross-functional

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce, a remote-first SaaS commerce platform, is seeking a Manager, Customer Success Management to lead a high-performing team focused on retention, adoption, expansion, and long-term value.

You will partner with Sales, Product, Support, Marketing, and Finance to translate customer insights into scalable processes, operating models, and strategic Success Plans that drive measurable business outcomes.