Customer Success Renewal Specialist

About the role

BigCommerce, part of the Commerce brand family, is seeking a Customer Success Renewal Specialist within our Customer Success Services (CSS) Team. As a Renewals Specialist, you will be part of building a new team responsible for identifying at-risk customers, negotiating renewal terms, and closing deals. You will work closely with the Sales and Customer Success teams to ensure customers maximize the value of our platform. This role involves direct engagement with merchants to understand their challenges, improve our products and services, and retain their business.

Responsibilities

• Identify at-risk customers and develop renewal strategies to prevent churn.
• Maintain consistent customer engagement throughout the renewal sales cycle.
• Utilize your exceptional knowledge of the BigCommerce platform, services, and ecosystem to resolve merchant concerns and negotiate multi-year subscription renewals.
• Assist with closing renewal deals, ensuring all renewals are on time and within budget.
• Identify and close upsell/cross-sell opportunities during renewal engagements.
• Gather merchant feedback and collaborate with CSS leadership to develop retention and renewal strategies.
• Analyze merchant behavior and communicate insights to Product and Business Development teams to improve functionality.
• Coordinate renewal activities with Sales and Customer Success teams to keep all internal stakeholders informed.
• Assess merchant accounts for optimization opportunities through strategic partners or platform usage.
• Develop solutions to improve customer satisfaction and create lifelong brand promoters.
• Maintain high professionalism in interactions across departments.

Requirements

• Minimum 2 years in a renewal or sales role, with a strong foundation in negotiation tactics preferred.
• Experience in a customer-facing, service-oriented role is required.
• Exceptional written and verbal communication skills, with the ability to diffuse difficult situations and secure stakeholder buy-in.
• A work ethic demonstrating dedication to the company, its mission, and team culture.
• Ability to remain calm, empathetic, patient, and professional in stressful situations.
• Proficiency with software applications like MS Office, Google Workspace, and Tableau; experience with Salesforce CRM and Zendesk preferred.
• Strong aptitude for web, eCommerce, and hosting technologies and their integration.
• Exceptional critical thinking and soft skills, with a passion for guiding customers to success.

Pay

National base salary range: $61,635.00 - $104,236.00. Final compensation will be determined based on relevant experience, skills, qualifications, and geographic location. This role may also be eligible for variable compensation (e.g., bonus or commission), equity, and benefits in accordance with local policies.