Customer Success Manager

Customer Success Manager (CSM)At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. 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.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. Success in this role requires balancing customer value delivery with commercial accountability by proactively managing customer engagement, mitigating risk, leading escalations, influencing adoption, identifying growth opportunities, and reducing churn to maximize long-term customer value.Customer Retention & Revenue GrowthOwn 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.Customer Engagement, Adoption & AdvocacyOwn 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 & Churn MitigationProactively 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.Cross-Functional Partnership & Operational ExcellencePartner 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 (KPIs):Net revenue RetentionExpansion Pipeline & Closed-Won GrowthRenewal PerformanceCustomer Engagement & AdoptionCustomer Health ImprovementChurn Reduction & Risk RecoveryCustomer Advocacy & Referenceable Customer GrowthForecast Accuracy & Portfolio HealthWho You Are:3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role.Experience managing a portfolio of customer accounts with accountability for customer outcomes including retention, renewals, adoption, growth, or revenue performance.Demonstrated ability to build trusted customer relationships, influence stakeholders, and communicate effectively across all levels, including executive audiences.Proven ability to identify risk, navigate escalations, and execute retention strategies to drive customer satisfaction and long-term value.Strong understanding of customer lifecycle management, success planning, account strategy, and value realization.Experience using customer insights, business metrics, and data analysis to inform decisions, prioritize actions, and improve outcomes.Ability to manage competing priorities, solve problems proactively, and execute with urgency in a fast-paced, evolving environment.Customer-first mindset with strong organizational skills, attention to detail, and a track record of following through on commitments.Demonstrated ability to uncover opportunities for customer expansion and commercial growth through strategic engagement and partnership.Exposure to Enterprise grade SaaS, ecommerce, or subscription-based environments.Strong negotiation skills for driving renewals, securing expansions and protecting account value.Comfortable learning new systems, adapting to change, and continuously improving ways of working.Preferred ExperienceExperience 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.What We're Looking ForCustomer-first mindset with strong commercial acumen.Ownership mentality with accountability to revenue and retention outcomes.Ability to balance relationship management with business growth objectives.Strong execution, prioritization, and problem-solving capabilities.Skilled at influencing cross-functional teams and navigating complex customer environments.Proactive operator who anticipates risk, drives action, and delivers measurable customer and business outcomes.Pay Transparency Range: $71,645.00 - $121,164.00Inclusion and BelongingAt 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 are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.Learn more about the Commerce team, culture and benefits at Yourself Against Hiring Scams: Our Corporate DisclaimerCommerce, 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