Customer Success Manager

At Commerce our mission is to empower businesses to innovate grow and thrive with our open AI-driven commerce ecosystem. As the parent company of BigCommerce Feedonomics and Makeswift we connect the tools and systems that power growth enabling businesses to unlock the full potential of their data deliver seamless and personalized experiences across every channel and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities and we’re looking for individuals who use it intentionally to solve problems accelerate outcomes and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter adapt faster and grow on their own terms. If you want to be part of a team of bold builders sharp thinkers and technical trailblazers who shape the future of commerce this is the place for you.

Commerce empowers merchants of all sizes to sell more and grow faster through our leading open SaaS ecommerce platform. Recognized as a “Best Place to Work” in multiple cities including Austin we foster innovation customer-centricity and employee development at every level. As we continue expanding globally we remain committed to delivering exceptional merchant experiences and cultivating a high-performance inclusive culture.

We are seeking a commercially minded proactive Customer Success Manager (CSM) to own and grow a hybrid portfolio that blends named high-touch customer relationships with a scaled digital-first book of business with direct accountability to Net Revenue Retention (NRR) as the primary performance metric and core OKR.

This role drives customer outcomes across the full customer lifecycle from onboarding and adoption through retention renewal expansion and advocacy. The CSM flexes between two engagement motions: one-to-one strategic management for named accounts and one-to-many digital programs (webinars lifecycle campaigns automated engagement and targeted interventions) for scaled cohorts.

Success requires balancing customer value delivery with commercial accountability segmenting effort intelligently and applying the right motion to the right customer to maximize coverage efficiency and long-term customer value.

• Own a hybrid portfolio of named and scaled accounts with direct accountability for achieving Net Revenue Retention (NRR) targets through retention expansion renewal performance and churn mitigation.

• Develop and execute strategic success plans for named accounts and develop and operationalize scalable lifecycle programs for scaled cohorts both aligned to customer business goals and measurable outcomes.

• Drive customer value realization to increase retention deepen product adoption accelerate time to value and maximize long-term customer value across both motions.

• Identify expansion opportunities and growth signals through usage engagement and account insights and partner with Sales to influence upsell cross-sell and account growth.

• Lead proactive renewal planning for named accounts and renewal-readiness initiatives across targeted scaled segments to reduce revenue attrition.

• Maintain a forward-looking view of portfolio performance identifying revenue opportunities and risks to achieve quota attainment.

• Own the end-to-end customer lifecycle including onboarding adoption engagement renewal and expansion across both engagement models.

• Drive executive and operational engagement for named accounts through business reviews success checkpoints and strategic planning sessions.

• Deliver scaled outcomes through one-to-many engagements and digital programs including cadences webinars business and roadmap reviews customer education lifecycle campaigns office hours in-product communications and scaled outreach.

• Build and optimize customer journeys based on lifecycle stage customer health and behavioral indicators.

• Build trusted relationships and develop customer communications and content that improve loyalty advocacy self-sufficiency and referenceable customer participation.

• Monitor customer health scores usage data engagement trends and renewal indicators across both named accounts and scaled cohorts to proactively identify retention risk.

• Develop and execute mitigation recovery and retention plans one-to-one for named accounts and targeted or scaled interventions for at-risk segments.

• Own customer escalations end-to-end by driving urgency coordinating cross-functional stakeholders maintaining clear communication and restoring customer confidence.

• Act as the central point of accountability for critical customer situations ensuring timely resolution and executive visibility when required.

• Maintain ongoing portfolio risk forecasting and escalation visibility to proactively manage churn exposure and expansion readiness.

• Partner closely with Sales Product Marketing Support Operations and Leadership to deliver a seamless value-driven customer experience across both motions.

• Act as the Voice of the Customer internally by translating customer insights into actionable recommendations.

• Use customer data segmentation and reporting to optimize engagement strategies and improve program effectiveness.

• Maintain disciplined account planning CRM hygiene forecasting accuracy and data-driven decision making.

• Net Revenue Retention (NRR)

• Expansion Pipeline & Closed-Won Growth

• Renewal Performance

• Customer Engagement & Adoption

• Customer Health Improvement

• Churn Reduction & Risk Recovery

• Customer Advocacy & Referenceable Customer Growth

• Forecast Accuracy & Portfolio Health

• 3–5 years of experience in Customer Success Account Management Customer Lifecycle Management Customer Marketing Customer Growth or customer-facing commercial roles.

• Experience owning a portfolio or book of business with accountability to retention renewals growth or revenue outcomes.

• Experience with both high-touch account management and scaled one-to-many or digital customer engagement.

• Demonstrated ability to proactively manage risk navigate escalations and drive retention strategies.

• Strong understanding of customer lifecycle management success planning adoption strategies and retention drivers.

• Excellent communication stakeholder management executive presence and relationship-building skills.

• Analytical and data-driven mindset with the ability to translate customer insights into action.

• Experience working with AI tools such as ChatGPT Claude or NotebookLM.

• Ecommerce and industry knowledge including exposure to digital commerce retail B2B wholesale manufacturing or consumer goods organizations.

• Familiarity with CRM platforms such as Salesforce and Customer Success platforms such as Gainsight.

• Exposure to Enterprise grade SaaS technology or customer-facing business environments.

• Experience working with customer data reporting or analytics tools.

• Experience building lifecycle programs customer campaigns or webinar strategies.

• Customer-first mindset with strong commercial acumen.

• Ability to balance relationship management with scalable program execution.

• Ability to scale impact through programs automation and customer insights while still delivering strategic high-touch value.

• Strong execution prioritization and problem-solving capabilities.

• Skilled at influencing cross-functional teams and navigating complex customer environments.

• Data-driven action-oriented operator who anticipates risk and delivers measurable customer and business outcomes.

• Strong negotiation skills for driving renewals securing expansions and protecting account value.

#LI-KE1

#Hybrid

(Pay Transparency Range: $71645.00 - $121164.00)

At Commerce we believe that celebrating the unique histories perspectives and abilities of every employee makes a difference for our company our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team culture and benefits at https://www.commerce.com/careers/

Commerce along with many other employers has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce we urge you to be extremely cautious and avoid engaging or responding.

What We Do

Commerce (Nasdaq: CMRC) empowers businesses to innovate grow and thrive through an open AI-driven commerce ecosystem. As the parent company of BigCommerce Feedonomics and Makeswift we help brands unlock the full potential of their data connect systems and deliver seamless personalized experiences across every channel. Visit commerce.com or follow us for more. #PoweredByCommerce

Why Work With Us

Ask any employee what makes Commerce unique they will tell you it's the people. The team is full of brilliant dedicated individuals focused on revolutionizing the world of ecommerce. We foster a culture that encourages inclusion of every employee celebrating our individuality and the values that bring us together.

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