Senior Manager, Customer Success & Growth

bigcommerce; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Commerce is seeking a Manager, Customer Success Management to lead a high-performing team focused on driving customer retention, adoption, expansion, and long-term value within our open SaaS ecommerce ecosystem.

You will partner with Sales, Product, Support, Marketing, and Executive Leadership to translate customer feedback into strategic improvements and scalable processes that boost outcomes across the customer lifecycle.

Qualifications

• 6–10 years in Customer Success, Strategic Account Management, SaaS, or related roles.
• 3+ years leading and developing Customer Success or customer-facing teams.
• Proven success in improving NRR, renewals, retention, expansion, and adoption.

Responsibilities

• Lead a high-performing Customer Success team across multiple segments.
• Own team performance against key metrics including Net Revenue Retention and renewals.
• Oversee onboarding, renewal, and expansion strategies to deliver measurable business value.
• Manage risk and executive-level escalations, reducing churn and improving renewal outcomes.
• Collaborate cross-functionally with Sales, Product, Support, Marketing, and Finance.

Skills

Customer success

Strategic account management

SaaS

Data analysis

Cross-functional collaboration

Forecasting

Communication

Tools

Gainsight

Salesforce

Tableau

Job description

Commerce is seeking a Manager, Customer Success Management to lead a high-performing team focused on driving customer retention, adoption, expansion, and long-term value within our open SaaS ecommerce ecosystem.

You will partner with Sales, Product, Support, Marketing, and Executive Leadership to translate customer feedback into strategic improvements and scalable processes that boost outcomes across the customer lifecycle.