Manager, Customer Success Management

About the role

Commerce, the parent company of BigCommerce, Feedonomics and Makeswift, is looking for an experienced Manager, Customer Success Management to lead a high-performing team in Austin. The team drives customer retention, adoption, expansion and long-term customer value. The company is remote-first, with optional collaborative workspaces for team members in Austin, Atlanta and London.

Key responsibilities

• Lead and develop a team of Customer Success Managers across multiple customer segments, including coaching, mentoring, performance management and career development
• Own team performance against Net Revenue Retention (NRR) and key business metrics, and forecast renewals, churn risk, expansion opportunities and portfolio health
• Lead strategies across the customer lifecycle, from onboarding through renewal and expansion, and run Success Plans to drive adoption, engagement, advocacy and retention
• Identify and manage customer and commercial risk, lead executive-level escalations and complex renewals, and use customer health data to reduce churn
• Partner with Sales, Product, Support, Marketing, Operations and Executive Leadership, acting as the voice of the customer and turning feedback into product and operational improvements

Required profile

• 6-10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting or related customer-facing commercial roles
• 3+ years leading and developing Customer Success or customer-facing teams
• Proven track record of improving NRR, renewals, retention, expansion and adoption
• Experience managing forecasting, business reviews, reporting and operational performance
• Experience partnering cross-functionally with Sales, Product, Support, Finance and Executive leadership
• Preferred: background in SaaS, ecommerce or subscription businesses, and experience with Gainsight, Salesforce and Tableau

Required skills

• Understanding of Customer Success operating models, customer lifecycle management, segmentation and health scoring
• Strong analytical, strategic and communication skills
• Preferred: familiarity with AI productivity tools such as ChatGPT, Claude or NotebookLM

The pay transparency range is $106,010 to $152,388, depending on experience, skills, qualifications and location. Final compensation may include variable pay, equity and benefits. Applications are reviewed on an ongoing basis.