Strategic CSM (Hybrid) - Drive Adoption & Growth

BigCommerce Pty; Austin (TX); Hybrid; USD 105,360 - 158,040; Full time

Benefits offered by this job

Hybrid work model

Job summary

Commerce, the parent behind BigCommerce, Feedonomics, and Makeswift, is seeking a Customer Success Manager (CSM) in Austin to own post-onboarding relationships, drive retention, adoption, and renewal outcomes.

You will partner with cross-functional teams, manage a portfolio of strategic accounts, and help customers realize value from our commerce platform while helping scale our success programs in a hybrid work environment.

Qualifications

• 2+ years in Customer Success, Account Management, or similar SaaS role.
• Experience managing a portfolio with retention/renewals/adoption.
• Experience renewing contracts and partnering with stakeholders.

Responsibilities

• Own an assigned portfolio of customer accounts with accountability for retention, NRR, adoption, and growth.
• Serve as post-onboarding contact and trusted advisor to executives and end users.
• Maintain regular customer engagement through business reviews, success plan reviews, and strategic check-ins.
• Develop and execute success plans aligning objectives with measurable outcomes.
• Lead renewal strategies and identify expansion opportunities through platform adoption.

Skills

Relationship management

Account management

SaaS

Data analysis

Salesforce

Education

Bachelor's degree or equivalent professional experience

Tools

Salesforce

Gainsight

Tableau

Grafana

Job description

Commerce, the parent behind BigCommerce, Feedonomics, and Makeswift, is seeking a Customer Success Manager (CSM) in Austin to own post-onboarding relationships, drive retention, adoption, and renewal outcomes.

You will partner with cross-functional teams, manage a portfolio of strategic accounts, and help customers realize value from our commerce platform while helping scale our success programs in a hybrid work environment.