Renewals & Growth Specialist – Hybrid Customer Success

BigCommerce Pty.; Austin (TX); Hybrid; USD 61,635 - 104,236; Full time

Job summary

BigCommerce Pty. is seeking a Customer Success Renewal Specialist to join our Hybrid team in Austin. You will identify at-risk customers, craft renewal strategies, and negotiate multi-year terms to retain and grow accounts.

This role reports to the Renewals Manager and collaborates with Sales and CSS to ensure customer value realization. The ideal candidate has 2+ years in renewal or sales, strong negotiation, and outstanding communication.

Qualifications

• Minimum 2 years in renewal or sales role with strong negotiation skills.
• Experience in a customer-facing, service-oriented role is required.
• Excellent written and verbal communication; ability to diffuse difficult situations and secure buy-in.
• Proficiency with Salesforce CRM and Zendesk preferred.

Responsibilities

• Identify at-risk customers and develop renewal strategies to prevent churn.
• Maintain consistent customer engagement throughout the renewal cycle.
• Negotiate multi-year renewal terms and close renewal deals within budget.
• Identify and close upsell/cross-sell opportunities during renewal engagements.
• Gather merchant feedback and work with CSS leadership on retention strategies.
• Coordinate renewal activities with Sales and Customer Success teams.
• Analyze merchant behavior to inform product/ops improvements.
• Collaborate with internal teams to keep all stakeholders informed.

Skills

Negotiation

Customer communication

Problem solving

Sales experience

Tools

Salesforce CRM

Zendesk

Tableau

Google Workspace

MS Office

Job description

BigCommerce Pty. is seeking a Customer Success Renewal Specialist to join our Hybrid team in Austin. You will identify at-risk customers, craft renewal strategies, and negotiate multi-year terms to retain and grow accounts.

This role reports to the Renewals Manager and collaborates with Sales and CSS to ensure customer value realization. The ideal candidate has 2+ years in renewal or sales, strong negotiation, and outstanding communication.