Customer Success Manager

Responsibilities

• Customer Retention & Revenue Growth (Named + Scaled)
• 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 ong

Benefits

Additional Information

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. 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. 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.

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