Remote Strategic Customer Success Manager - Growth & Retention

Bigcommerce; United States; Remote; USD 72,000 - 121,000; Full time

Job summary

Commerce is a remote-first company seeking a Customer Success Manager to own and grow a named portfolio, driving value across onboarding, adoption, retention, renewal, expansion, and advocacy. You will balance customer outcomes with commercial accountability, proactively managing engagement, risk, and opportunities to maximize long-term value.

You will work with Sales, Product, Support, and Leadership to ensure a seamless, data-driven customer experience, maintaining CRM hygiene and forecast

Qualifications

• 3–5 years in Customer Success, Account Management, or related customer-facing role.
• Experience managing a portfolio with retention or revenue outcomes.
• Proven ability to build trusted relationships and influence stakeholders.
• Strong data-driven decision making using business metrics.
• Experience with SaaS, ecommerce, or subscription environments.

Responsibilities

• Own a portfolio of customer accounts with direct accountability for retention, renewal and expansion targets.
• Develop strategic success plans aligned to customer goals and measurable outcomes.
• Drive customer value realization to increase retention and product adoption.
• Identify expansion opportunities and partner with Sales for upsell and cross-sell.
• Lead proactive renewal planning and strategies to maximize renewals and reduce churn.
• Maintain portfolio health and forecast to inform leadership.

Skills

Customer Success

Account Management

Churn Reduction

Renewals

Sales Collaboration

Ecommerce

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is a remote-first company seeking a Customer Success Manager to own and grow a named portfolio, driving value across onboarding, adoption, retention, renewal, expansion, and advocacy. You will balance customer outcomes with commercial accountability, proactively managing engagement, risk, and opportunities to maximize long-term value.

You will work with Sales, Product, Support, and Leadership to ensure a seamless, data-driven customer experience, maintaining CRM hygiene and forecast