Account Manager

About the role

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.

Responsibilities

• Create and execute a systematic plan to identify, qualify, and build a robust pipeline of upsell and cross-sell opportunities within existing accounts for the suite of BigCommerce Inc products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift and Recurring Professional Services.
• Construct a detailed territory plan that outlines specific strategies, target accounts, and actions needed to exceed cross-sell and upsell quotas, strategically qualifying and prioritizing high-value opportunities, focusing on high-impact activities that drive overachievement of revenue goals.
• Develop customized proposals, contracts, and presentations that effectively communicate the value of the company’s offerings, ensuring alignment with customer objectives and business needs.
• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation, ensuring proactive communication and high levels of responsiveness.
• Collaborate with internal teams (sales, product, support) and external agency partners to deliver seamless support and execute initiatives that meet or exceed customer expectations.
• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction; escalate issues as needed and work with relevant teams to provide solutions.
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI, while identifying additional opportunities for account growth and product adoption.
• Track key account metrics, analyze customer engagement, and identify at-risk accounts, providing regular status updates to internal stakeholders to ensure proactive account management.
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems, ensuring that customer data is always up-to-date and accessible to stakeholders.

Requirements

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven record of achieving retention and expansion goals in a subscription-based model.
• Demonstrated history of proactively identifying expansion opportunities within accounts and successfully driving renewals, ideally with a track record of surpassing targets.
• Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams (sales, product, marketing, and support) and external agency partners to deliver seamless customer success and high-impact results, ensuring all efforts are aligned and collaborative.
• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management, especially in managing both business and individual user expectations within the same product suite.
• Exceptional interpersonal and communication skills to build trust, provide strategic counsel, and foster long-term relationships with clients and agency partners, influencing decision-makers and aligning efforts across all stakeholders.
• Skilled at using data to drive decisions; experienced with CRM and customer success platforms (e.g., Salesforce, Gainsight) and confident in using data to demonstrate ROI, track KPIs, and identify growth opportunities.
• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions in collaboration with agency partners to ensure customer satisfaction and drive long-term engagement.
• Proven capability to negotiate effectively, aligning customer goals with company objectives and coordinating with agency partners; experienced in handling escalations and maintaining high levels of satisfaction.
• Experience with Global Accounts and Multi-regional Teams - Comfortable navigating cultural differences, time zones, and language barriers; able to collaborate effectively with agency partners, and adapt strategies to serve global customer needs.

Qualifications

• Proven track record of success in managing and expanding complex B2B and/or B2C SaaS accounts.
• Strong understanding of SaaS metrics, usage patterns, and customer lifecycle management.
• Excellent interpersonal and communication skills, with the ability to build trust and foster long-term relationships.
• Experience working with CRM and customer success platforms, and a strong ability to use data to drive decisions and identify growth opportunities.
• Ability to understand and address complex customer needs, and provide innovative, tailored solutions in collaboration with agency partners.
• Proven negotiation and problem-solving skills, with the ability to align customer goals with company objectives and coordinate with agency partners.
• Experience with managing global accounts and multi-regional teams, with the ability to navigate cultural differences, time zones, and language barriers.

Skills

• Strategic planning and execution.
• Customer relationship management.
• Proposal development and presentation.
• Account management and retention.
• Collaboration and coordination with internal and external teams.
• Data analysis and reporting.
• Customer service and problem resolution.
• Global account management and multi-regional team leadership.

Benefits

• Competitive compensation package, including base salary range of $150,065.00 - $225,097.00, with final compensation determined based on relevant experience, skills, qualifications, and geographic location.
• Variable compensation (such as bonus or commission) and equity opportunities, where applicable.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Pay

The national base salary range for this role is posted above in this job post. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Schedule

Full-time position.

Application Instructions

We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution. 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 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 https://www.commerce.com/careers/.