Senior Enterprise Customer Success Leader

BigCommerce Pty; Austin, Atlanta (TX, GA); Hybrid; USD 120,000 - 204,000; Full time

Job summary

Commerce is seeking a Principal Customer Success Manager – Enterprise to own strategic accounts, drive adoption, retention and expansion across multiple product lines. You will partner with executives to define success plans and manage escalations, delivering measurable ROI.

You bring 8+ years in enterprise SaaS, a data-driven mindset, and strong negotiation skills. Remote-first with optional collaborative spaces in Austin, Atlanta, and London; base salary ranges from 120k to 203k plus equity

Qualifications

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.
• Strong executive presence with ability to influence senior and C-level stakeholders and navigate complex organizations.
• Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management.
• Commercial mindset with focus on Net Revenue Retention (NRR) and churn reduction and ability to manage customer health.

Responsibilities

• Own strategic enterprise accounts with accountability for renewals, net revenue retention, expansion, and referenceability.
• Develop and execute success plans with clear goals, KPIs, and measurable ROI.
• Drive adoption and engagement across multiple product lines and platform functionality.
• Forecast renewals, churn risk, and upsell opportunities, and report to leadership.

Job description

Commerce is seeking a Principal Customer Success Manager – Enterprise to own strategic accounts, drive adoption, retention and expansion across multiple product lines. You will partner with executives to define success plans and manage escalations, delivering measurable ROI.

You bring 8+ years in enterprise SaaS, a data-driven mindset, and strong negotiation skills. Remote-first with optional collaborative spaces in Austin, Atlanta, and London; base salary ranges from 120k to 203k plus equity