Manager, Customer Success Management

bigcommerce; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Commerce is seeking a Manager, Customer Success Management to lead a high-performing team focused on driving customer retention, adoption, expansion, and long-term value within our open SaaS ecommerce ecosystem.

You will partner with Sales, Product, Support, Marketing, and Executive Leadership to translate customer feedback into strategic improvements and scalable processes that boost outcomes across the customer lifecycle.

Qualifications

• 6–10 years in Customer Success, Strategic Account Management, SaaS, or related roles.
• 3+ years leading and developing Customer Success or customer-facing teams.
• Proven success in improving NRR, renewals, retention, expansion, and adoption.

Responsibilities

• Lead a high-performing Customer Success team across multiple segments.
• Own team performance against key metrics including Net Revenue Retention and renewals.
• Oversee onboarding, renewal, and expansion strategies to deliver measurable business value.
• Manage risk and executive-level escalations, reducing churn and improving renewal outcomes.
• Collaborate cross-functionally with Sales, Product, Support, Marketing, and Finance.

Skills

Customer success

Strategic account management

SaaS

Data analysis

Cross-functional collaboration

Forecasting

Communication

Tools

Gainsight

Salesforce

Tableau

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.

At Commerce, we're helping merchants of all sizes sell more and grow faster through our leading open SaaS ecommerce platform. We're passionate about building exceptional customer experiences while fostering a culture of innovation, collaboration, and continuous growth.

We're looking for an experienced Manager, Customer Success Management, to lead a high-performing team responsible for driving customer retention, adoption, expansion, and long-term customer value.

If you're passionate about developing people, leveraging data to drive business outcomes, and building scalable Customer Success organizations, we'd love to meet you.

What You'll Do

As a Customer Success leader, you'll own the performance and development of a team responsible for delivering measurable customer and commercial outcomes.

Lead & Develop a High-Performing Team

• Coach, mentor, and develop Customer Success Managers across multiple customer segments
• Create a culture of accountability, collaboration, and continuous improvement
• Drive performance through regular coaching, career development, and performance management
• Ensure team capacity, priorities, and customer coverage align with business objectives

Drive Business Performance

• Own team performance against Net Revenue Retention (NRR) and key business metrics
• Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health
• Monitor dashboards and KPIs to identify trends, risks, and opportunities
• Present business performance, forecasts, and recommendations to senior leadership

Deliver Outstanding Customer Outcomes

• Lead strategies across the entire customer lifecycle-from onboarding through renewal and expansion
• Ensure customers achieve measurable business value through strategic Success Plans
• Improve adoption, engagement, advocacy, and long-term retention
• Drive consistency across customer engagement and lifecycle best practices

Manage Risk & Escalations

• Proactively identify customer and commercial risk
• Lead executive-level customer escalations and complex renewal situations
• Implement strategies that reduce churn and improve renewal outcomes
• Use customer health data and insights to improve predictability

Partner Across the Business

• Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership
• Act as the Voice of the Customer by translating feedback into product and operational Improvements
• Lead initiatives that improve scalability, operational excellence, and customer experience

Success Looks Like

You'll be measured on:

• Net Revenue Retention (NRR)
• Renewal performance
• Customer growth and expansion
• Forecast accuracy
• Customer engagement and adoption
• Churn reduction
• Customer health improvements
• Team productivity and development
• OKR achievement

Who Are You

• 6-10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related customer-facing commercial roles
• 3+ years leading and developing Customer Success or customer-facing teams
• Proven success improving NRR, renewals, customer retention, expansion and adoption
• Experience managing forecasting, business reviews, reporting, and operational performance
• Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring
• Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive
• Strong analytical, strategic, and communication skills
• Experience leading complex customer escalations and balancing customer advocacy with business priorities

Preferred

• Experience with Gainsight, Salesforce, and Tableau
• Background in SaaS, ecommerce, or subscription-based businesses
• Familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM
• Experience using data and analytics to improve customer outcomes and operational performance

What Makes You Successful

We're looking for someone who is:

• A people-first leader who enjoys coaching and developing talent

Commercia