Senior Manager, Customer Success & Growth

Commerce; Austin (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Commerce is seeking an experienced Manager, Customer Success Management to lead a high-performing team responsible for retention, expansion, and long-term customer value. You will drive adoption, renewals, and revenue growth while ensuring scalable customer success practices across the lifecycle.

You will forecast renewals, monitor KPIs, and present performance to senior leadership. The role requires a people-first, data-driven leader who partners with Sales, Product, Support, and Finance to

Qualifications

• 6–10 years of experience in Customer Success, SaaS, Ecommerce, or related roles.
• 3+ years leading and developing customer-facing teams.
• Proven success improving NRR, renewals, retention, and adoption.
• Experience forecasting, business reviews, reporting, and performance.
• Strong understanding of customer lifecycle management, segmentation, and health scoring.

Responsibilities

• Lead a high-performing Customer Success team and drive measurable outcomes.
• Own team performance against Net Revenue Retention and key metrics; forecast renewals and expansions.
• Oversee onboarding, renewal, and expansion strategies to deliver business value.
• Manage risk, escalations, and customer health data to improve predictability.
• Collaborate with Sales, Product, Support, Finance, and Leadership to scale operations.

Skills

Customer success

Leadership

SaaS

Data analysis

Forecasting

Cross-functional collaboration

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is seeking an experienced Manager, Customer Success Management to lead a high-performing team responsible for retention, expansion, and long-term customer value. You will drive adoption, renewals, and revenue growth while ensuring scalable customer success practices across the lifecycle.

You will forecast renewals, monitor KPIs, and present performance to senior leadership. The role requires a people-first, data-driven leader who partners with Sales, Product, Support, and Finance to