Senior Manager, Customer Success & Growth

BigCommerce Pty; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Commerce is seeking an experienced Manager of Customer Success Management in the Austin area to lead a high-performing team driving retention, adoption, and expansion across our ecommerce platform ecosystem.

You will own forecasting, health metrics, and executive-level customer engagements, partnering with Sales, Product, Support, and Finance to optimize outcomes. A hybrid work model and an emphasis on data-driven decision making define this role.

Qualifications

• 6–10 years of experience in Customer Success or related roles
• 3+ years leading customer-facing teams
• Proven ability to improve Net Revenue Retention, renewals and adoption
• Experience forecasting, operating reviews, and reporting

Responsibilities

• Lead and coach a high-performing Customer Success team across segments
• Drive accountability, collaboration, and continuous improvement
• Forecast renewals, churn risk, expansion, and portfolio health
• Monitor dashboards and KPIs; present performance to senior leadership
• Lead cross-functional partnerships with Sales, Product, Support and Finance
• Develop scalable Customer Success programs and health scoring models

Skills

Customer Success leadership

Data-driven decisions

Forecasting & KPIs

Cross-functional collaboration

Gainsight / Salesforce / Tableau

Education

Bachelor’s degree in a related field

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is seeking an experienced Manager of Customer Success Management in the Austin area to lead a high-performing team driving retention, adoption, and expansion across our ecommerce platform ecosystem.

You will own forecasting, health metrics, and executive-level customer engagements, partnering with Sales, Product, Support, and Finance to optimize outcomes. A hybrid work model and an emphasis on data-driven decision making define this role.