Manager, Customer Success Management

Commerce; Austin (TX); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Commerce seeks an experienced Manager, Customer Success Management to lead a high-performing CS team focused on retention, adoption, and expansion for a diverse merchant base. You will own performance against NRR and key metrics, forecast renewals and expansions, and collaborate across Sales, Product, Support, Marketing, Operations, and Executive Leadership to drive measurable customer value.

The role emphasizes data-driven decision making, scalable processes, and cross-functional partnership,

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
• Experience with Gainsight, Salesforce, Tableau highly preferred

Responsibilities

• Lead a high-performing CS team across multiple customer segments
• Own team performance against Net Revenue Retention and key metrics
• Forecast renewals, churn risk, expansion opportunities, and portfolio health
• Monitor dashboards and KPIs to identify trends, risks, and opportunities
• Lead strategies across the entire customer lifecycle from onboarding through renewal
• Collaborate with Sales, Product, Support, Marketing, Operations, and Exec Leadership
• Drive customer outcomes with strategic Success Plans
• Manage executive-level escalations and renewal scenarios
• Use data and health signals to improve predictability

Skills

Customer Success

Strategic Account Management

SaaS

Ecommerce

Consulting

Communication

Analytical

Leadership

Cross-functional collaboration

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

• 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.

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.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/