Manager, Customer Success Management

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. At Commerce, we're helping merchants of all sizes sell more and grow faster through our leading open SaaS ecommerce platform. We're passionate about building exceptional customer experiences while fostering a culture of innovation, collaboration, and continuous growth. We're looking for an experienced Manager, Customer Success Management, to lead a high-performing team responsible for driving customer retention, adoption, expansion, and long-term customer value. If you're passionate about developing people, leveraging data to drive business outcomes, and building scalable Customer Success organizations, we'd love to meet you. What You'll Do As a Customer Success leader, you'll own the performance and development of a team responsible for delivering measurable customer and commercial outcomes. Lead & Develop a High-Performing Team Coach, mentor, and develop Customer Success Managers across multiple customer segmentsCreate a culture of accountability, collaboration, and continuous improvementDrive performance through regular coaching, career development, and performance managementEnsure team capacity, priorities, and customer coverage align with business objectives Drive Business Performance Own team performance against Net Revenue Retention (NRR) and key business metricsLead forecasting for renewals, churn risk, expansion opportunities, and portfolio healthMonitor dashboards and KPIs to identify trends, risks, and opportunitiesPresent business performance, forecasts, and recommendations to senior leadership Deliver Outstanding Customer Outcomes Lead strategies across the entire customer lifecycle—from onboarding through renewal and expansionEnsure customers achieve measurable business value through strategic Success PlansImprove adoption, engagement, advocacy, and long-term retentionDrive consistency across customer engagement and lifecycle best practices Manage Risk & Escalations Proactively identify customer and commercial riskLead executive-level customer escalations and complex renewal situationsImplement strategies that reduce churn and improve renewal outcomesUse customer health data and insights to improve predictability Partner Across the Business Collaborate with Sales, Product, Support, Marketing, Operations, and Executive LeadershipAct as the Voice of the Customer by translating feedback into product and operational ImprovementsLead initiatives that improve scalability, operational excellence, and customer experience Success Looks Like You'll Be Measured On Net Revenue Retention (NRR)Renewal performanceCustomer growth and expansionForecast accuracyCustomer engagement and adoptionChurn reductionCustomer health improvementsTeam productivity and developmentOKR achievement Who You Are 6–10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related customer-facing commercial roles3+ years leading and developing Customer Success or customer-facing teamsProven success improving NRR, renewals, customer retention, expansion, and adoptionExperience managing forecasting, business reviews, reporting, and operational performanceStrong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoringExperience partnering cross-functionally with Sales, Product, Support, Finance, and ExecutiveStrong analytical, strategic, and communication skills Experience leading complex customer escalations and balancing customer advocacy with business priorities Preferred Experience with Gainsight, Salesforce, and TableauBackground in SaaS, ecommerce, or subscription-based businessesFamiliarity with AI productivity tools such as ChatGPT, Claude, or NotebookLMExperience using data and analytics to improve customer outcomes and operational performance What Makes You Successful We're looking for someone who is: A people-first leader who enjoys coaching and developing talentCommercially minded with strong business acumenData-driven and comfortable making decisions from insightsCustomer obsessed while balancing business prioritiesOperationally excellent with a bias toward executionComfortable navigating ambiguity and leading through changePassionate about building scalable Customer Success organizations Why Commerce? At Commerce, you'll have the opportunity to shape the future of Customer Success while working alongside talented teammates who are passionate about helping merchants succeed. We invest in our people, embrace innovation, and believe great customer experiences start with empowered teams. If you're excited about leading teams, driving customer outcomes, and making a measurable business impact, we'd love to hear from you. Apply today and help us build the future of commerce. Note - Applications for this role will be reviewed on an ongoing basis. Qualified candidates may be contacted when a position that matches their experience becomes available. Pay Transparency Range: ($106,010.00 - $152,388.00) Work Where You Thrive Commerce is a remote-first company. For team members in Austin, Atlanta, and London, we offer optional collaborative workspaces for team gatherings, workshops, and in-person connection. Use them whenever they’re helpful, balancing focused individual work with meaningful in-person collaboration. Compensation Transparency 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. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. 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/ Identity Verification To protect our candidates and company from fraudulent activity, our interview process includes a government ID and biometric verification via Persona, our trusted identity verification provider. All information is collected and processed securely in accordance with applicable privacy laws. Protect Yourself Against Hiring Scams: Our Corporate Disclaimer Commerce, 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 urge you to be extremely cautious and avoid engaging or responding.