Manager, Customer Success Management

BigCommerce Pty.; Austin (TX); On-site; 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

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

• 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

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

• A people-first leader who enjoys coaching and developing talent
• Commercially minded with strong business acumen
• Data-driven and comfortable making decisions from insights
• Customer obsessed while balancing business priorities
• Operationally excellent with a bias toward execution
• Comfortable navigating ambiguity and leading through change
• Passionate about building scalable Customer Success organizations

Why Commerce?

At Commerce, you'll have the opportunity to shape the future of Customer Success while working alongside talented teammates who are passionate about helping merchants succeed. We invest in our people, embrace innovation, and believe great customer experiences start with empowered teams. If you're excited about leading teams, driving customer outcomes, and making a measurable business impact, we'd love to hear from you.

Work Where You Thrive

For candidates based in the Austin or Atlanta metro area, the position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in-person collaboration.

Note - Applications for this role will be reviewed on an ongoing basis. Qualified candidates may be contacted when a position that matches their experience becomes available.

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.

Protect Yourself Against Hiring Scams

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process. Commerce will never: require recruitment fees from candidates; request personally identifiable information through unsanctioned websites or applications; attempt to solicit money from you as part of the hiring process or as part of an employment offer; solicit money to complete visa requirements as part of a job offer. If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

Commerce Story

The Commerce story is one of global growth, incredible talent, and unstoppable passion in all we do. Despite our huge success so far, we’re still just getting started! Explore our history, mission and values. You'll see we’re set on shaping the now - and the future - of ecommerce.

Join the Talent Community

Don't Miss Out! Like what you see but suffering from some serious FOMO? Join our Commerce Talent Community, and plug in to our latest news and career opportunities. We're a group of clever, committed, curious people, unleashing talent in all we do. We believe in the power of togetherness, striving at the edge of what’s possible, impacting the lives of billions of people for the better. In all we do, We Do Extraordinary and thats no small feat! Our people are our power. It's only through dedication, collaboration, and inspiration that we can Do Extraordinary. We're natural problem-solvers, champions of empowering businesses, and hungry learners... but we also play nerf wars in the office, support each other, and hang out outside of work.