Customer Success Manager

Welcome to the Agentic Commerce Era 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. About Commerce 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. Role Overview 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. What You’ll Do Customer Retention & Revenue Growth 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. Customer Engagement, Adoption & Advocacy 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. Risk Management, Escalations & Churn Mitigation 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. Cross-Functional Partnership & Operational Excellence 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. Success Metrics (KPIs) 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 Who You Are 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. Preferred Experience 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. What We’re Looking For 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. Inclusion and Belonging 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. #J-18808-Ljbffr Commerce