Remote Lead, Customer Success Management

Commerce; Austin (TX); Remote; USD 106,000 - 152,000; Full time

Job summary

Commerce is a remote-first company reimagining open SaaS commerce. We’re seeking a Manager, Customer Success Management to lead a high-performing CS team focused on retention, adoption, expansion, and long-term value for our merchants.

You will coach and develop CS Managers, forecast renewals, monitor KPIs, and partner with Sales, Product, Support, and Marketing to scale customer outcomes. Strong analytics and leadership are essential.

Qualifications

• 6–10 years in Customer Success, Strategic Account Management, SaaS, Ecommerce, or related roles.
• 3+ years leading customer-facing teams.
• Proven success improving NRR, renewals, retention, expansion and adoption.
• Experience forecasting, business reviews, reporting, and ops performance.
• Strong analytical, strategic, and communication skills.

Responsibilities

• Lead & develop a high-performing CS team across segments.
• Own team performance against NRR and key metrics; forecast renewals.
• Monitor dashboards, identify trends, and recommend actions.
• Lead lifecycle strategies from onboarding to renewal and expansion.
• Manage risk, escalations, and complex renewal scenarios.

Skills

Team leadership

Data-driven decision making

Forecasting

Strategic thinking

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is a remote-first company reimagining open SaaS commerce. We’re seeking a Manager, Customer Success Management to lead a high-performing CS team focused on retention, adoption, expansion, and long-term value for our merchants.

You will coach and develop CS Managers, forecast renewals, monitor KPIs, and partner with Sales, Product, Support, and Marketing to scale customer outcomes. Strong analytics and leadership are essential.