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Customer Success Manager
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Customer Success Manager
Customer Success Manager role at Commerce (parent company of BigCommerce, Feedonomics, and Makeswift) focused on managing a portfolio of customer accounts with direct accountability for Net Revenue Retention. The position involves driving customer outcomes across the full lifecycle including onboarding, adoption, retention, renewal, and expansion, while balancing customer value delivery with commercial accountability. Key responsibilities include strategic success planning, identifying expansion opportunities, managing escalations, and cross-functional partnership.
Overview
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 are seeking a commercially minded, proactive Customer Success Manager (CSM) to own and grow a portfolio of named customer relationships with direct accountability to Net Revenue Retention (NRR) as the primary performance metric and core OKR.
This role is responsible for driving customer outcomes across the full customer lifecycle — from onboarding and adoption through retention, renewal, expansion, and advocacy.
What You'll Do
Customer Retention and Revenue Growth
- Own a portfolio of customer 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 aligned to customer business goals, measurable outcomes, and growth opportunities.
- Drive customer value realization to increase retention, deepen product adoption, and maximize long-term customer value.
- Identify expansion opportunities and partner with Sales to influence upsell, cross-sell, and account growth initiatives.
- Lead proactive renewal planning and commercial engagement strategies to maximize renewals and reduce revenue attrition.
- Maintain a forward-looking view of portfolio performance, identifying revenue opportunities and risks to achieve quota attainment.
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Customer Engagement, Adoption and Advocacy
- Own the end-to-end customer lifecycle including onboarding, adoption, engagement, renewal, and expansion.
- Drive executive and operational engagement through business reviews, success checkpoints, and strategic planning sessions.
- Increase customer adoption and utilization through targeted success initiatives tied to measurable business outcomes.
- Build trusted customer relationships that improve loyalty, strengthen advocacy, and increase referenceable customer participation.
- Leverage engagement insights and customer feedback to improve customer outcomes and long-term account health.
Risk Management, Escalations and Churn Mitigation
- Proactively identify customer and commercial risks through health indicators, engagement trends, adoption signals, business changes, and renewal indicators; develop and execute mitigation plans to protect revenue outcomes.
- 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.
- Develop and execute recovery and retention plans for at-risk accounts to improve customer health and maximize renewal outcomes.
- Maintain ongoing portfolio risk forecasting and escalation visibility to proactively manage churn exposure and expansion readiness.
- Monitor customer health scores, usage data, and account indicators to drive proactive intervention and improve retention performance.
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Cross-Functional Partnership and Operational Excellence
- Partner closely with Sales, Product, Support, Operations, and Leadership teams to deliver a seamless and value-driven customer experience.
- Act as the Voice of the Customer internally by translating customer insights into actionable recommendations.
- Maintain disciplined account planning, CRM hygiene, forecasting accuracy, and data-driven decision making.
- Operate effectively in a fast-paced environment with evolving priorities while maintaining focus on business outcomes.
Success Metrics
- Net Revenue Retention
- Expansion Pipeline and Closed-Won Growth
- Renewal Performance
- Customer Engagement and Adoption
- Customer Health Improvement
- Churn Reduction and Risk Recovery
- Customer Advocacy and Referenceable Customer Growth
- Forecast Accuracy and Portfolio Health
Preferred Experience
- Experience using Gainsight to manage customer engagement, health, and lifecycle activities.
- Proficiency with Salesforce and Tableau for customer management, reporting, and data-driven decision making.
- Experience operating in SaaS and technology-driven environments.
- Familiarity with AI-powered productivity and workflow tools such as ChatGPT, Claude, or NotebookLM.
- Understanding of ecommerce and adjacent industries, including digital commerce, retail, B2B, wholesale, manufacturing, and consumer goods.
- Experience working with customer data, reporting, analytics platforms, and deriving actionable insights from business metrics.
Compensation
Pay range: $71,645.00 - $121,164.00 base salary. Final compensation will be determined based on relevant experience, skills, qualifications, and geographic location. This role may also be eligible for variable compensation, equity, and benefits in accordance with local policies.
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