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About the Role

Commerce is seeking a motivated and experienced Account Manager to develop and manage strategic relationships with key clients. You will own both Feedonomics & BigCommerce, and B2C & B2B, acting as the point of contact to drive expansion and renewal for existing accounts.

Responsibilities

• Create and execute a plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities within existing accounts for BigCommerce Inc products.
• Construct a detailed territory plan outlining strategies, target accounts, and actions to exceed cross-sell and upsell quotas.
• Create and maintain detailed account plans outlining goals, key milestones, potential challenges, and growth opportunities for top accounts.
• Develop customized proposals, contracts, and presentations that communicate the value of the company’s offerings.
• Serve as the main point of contact for customer inquiries related to business requirements, ongoing projects, and issue escalation.
• Collaborate with internal teams and external agency partners to deliver seamless support and execute initiatives.
• Handle customer inquiries, problems, and complaints with a focus on timely resolution and high customer satisfaction.
• Lead regular business reviews with key accounts, presenting insights on usage, performance, and ROI.
• Track key account metrics, analyze customer engagement, and identify at-risk accounts.
• Maintain thorough and accurate records of customer interactions, proposals, and account details in CRM systems.

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.
• Experience acting as the ‘Quarterback’ of a customer account, coordinating effectively with internal teams and external agency partners.
• Comprehensive knowledge of SaaS metrics, usage patterns, and customer lifecycle management.
• Exceptional interpersonal and communication skills to build trust and foster long-term relationships.
• Skilled at using data to drive decisions; experienced with CRM and customer success platforms.
• Adept at understanding complex customer needs, identifying pain points, and providing innovative, tailored solutions.
• Proven capability to negotiate effectively and handle escalations.
• Experience with Global Accounts and Multi-regional Teams, comfortable navigating cultural differences, time zones, and language barriers.

Skills

• SaaS metrics
• Customer lifecycle management
• CRM
• Customer success platforms
• Negotiation
• Data analysis

Location

• Remote

Work Type

• Hybrid

Experience Level

• 5+ years

Salary/Compensations

• $150,065.00 - $225,097.00

About the Company

• Commerce is the parent company of BigCommerce, Feedonomics, and Makeswift, creating an open, AI-driven commerce ecosystem.
• Our mission is to empower businesses to innovate, grow, and thrive by connecting tools and systems that power growth.
• We believe in harnessing AI responsibly to unlock new possibilities.
• Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms.
• We are seeking individuals who use AI intentionally to solve problems, accelerate outcomes, and expand what’s possible.
• We are passionate about growing our employees' careers and providing them an incredible experience.
• We are proud to have been recognized numerous times for our product and workplace culture.
• We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.
• The Commerce story is one of global growth, incredible talent, and unstoppable passion.
• We are 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.

Equal Opportunity

• 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.