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About the Role

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for driving customer retention, adoption, value realization, and long-term growth across an assigned portfolio of customers. As the strategic owner of the post-onboarding customer relationship, the CSM partners closely with cross-functional teams to deliver an exceptional customer experience throughout the customer lifecycle. The CSM owns customer success outcomes and designated renewal motions while partnering on strategic commercial opportunities and complex renewals. Success in this role is measured by Net Revenue Retention (NRR), customer retention, product adoption, customer satisfaction, and the ability to proactively identify and mitigate risk while uncovering growth opportunities.

Responsibilities

Own an assigned portfolio of customer accounts with accountability for customer outcomes, including retention, Net Revenue Retention (NRR), adoption, customer satisfaction, and long-term success.
Serve as the primary post-onboarding point of contact and trusted advisor, building strong relationships with executive sponsors, business stakeholders, and end users.
Maintain a consistent cadence of customer engagement through business reviews, executive meetings, success plan reviews, and strategic check-ins.
Develop and execute success plans that align customer business objectives with measurable outcomes, guiding customers through adoption, optimization, renewal readiness, organizational change, and growth milestones.
Monitor customer health, product adoption, engagement, and satisfaction to proactively identify risks, develop mitigation plans, and ensure customers realize measurable value from the platform.
Deliver customer education, product demonstrations, and best practice guidance to increase adoption of new capabilities and maximize business outcomes.
Own designated renewal motions, developing renewal strategies that reinforce customer value while partnering on strategic commercial conversations, pricing, contract optimization, and complex renewals.
Identify expansion opportunities through customer engagement and platform adoption, partnering to qualify and execute growth opportunities.
Collaborate closely with internal teams to coordinate customer success initiatives, resolve escalations, and deliver a seamless customer experience.
Capture customer feedback, advocate for product improvements, develop customer advocates through references and case studies, and support customer success stories and advocacy initiatives.
Maintain accurate customer records, success plans, account health, and opportunities within Salesforce and other customer success systems while contributing to scalable programs, documentation, and operational excellence.

Requirements

2+ years of experience in Customer Success, Account Management, Customer Experience, Customer Retention, Consulting, or another customer-facing role within SaaS, eCommerce, or technology.
Experience managing a portfolio of customer accounts with accountability for retention, renewals, adoption, growth, or revenue performance.
Experience owning or supporting customer renewals and developing trusted relationships with executive and business stakeholders.
Experience in eCommerce, marketplace, feed management, retail technology, digital advertising, or MarTech preferred.
Familiarity with Salesforce, Gainsight, Tableau, Grafana, or similar Customer Success and analytics platforms preferred.
Experience working with customer data, reporting, and analytics platforms to derive actionable insights from business metrics preferred.
Strong analytical, organizational, and problem-solving skills with the ability to translate customer insights into actionable recommendations.
Excellent written, verbal, presentation, and relationship management skills.
Experience using Salesforce or similar CRM platforms.
Customer-first mindset with strong commercial acumen and an ownership mentality toward revenue and retention outcomes.
Ability to balance relationship management with business growth objectives and influence cross-functional teams in complex customer environments.
Strong execution, prioritization, and problem-solving capabilities in a proactive, fast-moving environment.

Skills

Customer Success
Account Management
Customer Experience
Customer Retention
Consulting
SaaS
eCommerce
Technology
Salesforce
Gainsight
Tableau
Grafana
Analytics
Reporting
Relationship Management
Commercial Acumen
Problem-Solving
Execution
Prioritization

Location

Hybrid

Work Type

Hybrid

Experience Level

2+ years

Education Level

Bachelor's degree or equivalent professional experience preferred

Salary/Compensations

$105,360.00 - $158,040.00

Benefits

Variable compensation (such as bonus or commission)
Equity
Benefits in accordance with local policies

About the Company

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.
As a Commerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide.
Feedonomics manages everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort.
Feedonomics has earned a strong reputation for a full-service model and powerful technology—all rooted in a commitment to excellence.
The Commerce story is one of global growth, incredible talent, and unstoppable passion in all we do.
Despite our huge success so far, we’re still just getting started!
Explore our history, mission and values. You’ll see we’re set on shaping the now - and the future - of ecommerce.
We’re a group of clever, committed, curious people, unleashing talent in all we do.
We believe in the power of togetherness, striving at the edge of what’s possible, impacting the lives of billions of people for the better.
In all we do, We Do Extraordinary–and that’s no small feat!
Our people are our power. It’s only through dedication, collaboration, and inspiration that we can Do Extraordinary.
We’re natural problem-solvers, champions of empowering businesses, and hungry learners… but we also play nerf wars in the office, support each other, and hang out outside of work.

Equal Opportunity

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.