Renewals & Growth Specialist, Customer Success

Cacheflow; Austin (TX); Hybrid; USD 62,000 - 104,000; Full time

Job summary

BigCommerce, part of Commerce, seeks a Customer Success Renewal Specialist to drive renewal strategies and retain merchant partnerships within the CSS team. You will identify at-risk accounts, negotiate multi-year terms, and collaborate with Sales and Product to maximize platform value.

Strong negotiation and communication skills are essential. You will engage with merchants to understand issues, guide renewals, and pursue upsell opportunities while maintaining a high standard of customer care.

Qualifications

• Minimum 2 years in renewal or sales with negotiation focus.
• Experience in a customer-facing, service-oriented role.
• Excellent written and verbal communication; ability to diffuse situations.
• Proven ability to work with internal and external stakeholders.

Responsibilities

• Identify at-risk customers and develop renewal strategies to prevent churn.
• Maintain consistent customer engagement throughout the renewal cycle.
• Leverage knowledge of BC platform, services, and ecosystem to resolve merchant concerns and negotiate multi-year renewals.
• Assist with closing renewal deals and ensure renewals are on time and within budget.
• Identify and close upsell/cross-sell opportunities during renewals.
• Gather merchant feedback and help CSS leadership develop retention strategies.
• Analyze merchant behavior and work with Product/BD to improve functionality.
• Coordinate renewal activity with Sales and CSS teams across internal functions.
• Assess accounts for opportunities through partners and optimize platform usage.
• Develop solutions to improve customer satisfaction and create lifelong promoters.
• Maintain professionalism in interactions across the CSS organization.

Skills

Negotiation tactics

Customer-facing experience

Communication skills

Calm under pressure

Problem-solving

Tools

Salesforce CRM

Zendesk

Tableau

MS Office

Google Workspace

Job description

BigCommerce, part of Commerce, seeks a Customer Success Renewal Specialist to drive renewal strategies and retain merchant partnerships within the CSS team. You will identify at-risk accounts, negotiate multi-year terms, and collaborate with Sales and Product to maximize platform value.

Strong negotiation and communication skills are essential. You will engage with merchants to understand issues, guide renewals, and pursue upsell opportunities while maintaining a high standard of customer care.