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About the Role

As a Customer Success Renewal Specialist within the Customer Success Services (CSS) Team, you will be instrumental in building a new team responsible for identifying at-risk customers, negotiating renewal terms, and closing deals. You will report to the Renewals Manager and collaborate with Sales and Customer Success teams to ensure customers maximize value from our platform. Your role involves direct interaction with merchants to understand their challenges, gather feedback for product improvement, 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 knowledge of the BC platform, services, and ecosystem to address merchant concerns and negotiate multi-year subscription renewals.
Assist with closing renewal deals, ensuring timely and within-budget renewals.
Identify and close upsell/cross-sell deals during renewal engagements.
Gather merchant concerns and collaborate with CSS leadership on retention and renewal strategies.
Analyze merchant behavior and communicate with Product and Business Development teams to enhance product functionality and resolve issues.
Coordinate renewal activities with Sales and Customer Success teams for internal alignment.
Assess merchant accounts for opportunities through strategic partners and optimize platform usage.
Develop solutions to improve customer satisfaction and foster brand loyalty.

Requirements

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

Skills

Negotiation tactics
Customer engagement
Platform knowledge
Sales
Upselling
Cross-selling
Customer feedback analysis
Communication
Problem-solving
Strategic thinking
Customer satisfaction
MS Office
Google Workspace
Tableau
Salesforce CRM
Zendesk
Web technologies
eCommerce technologies
Hosting technologies

Location

Austin

Work Type

Hybrid

Experience Level

Minimum 2 years

Salary/Compensations

$61,635.00 - $104,236.00

Benefits

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

About the Company

Commerce is the parent company of BigCommerce, Feedonomics, and Makeswift, connecting tools and systems that power growth through an open, AI-driven commerce ecosystem.
BigCommerce helps merchants increase sales at every stage of their growth with its leading e-commerce platform.
Named a 2026 'Best Place to Work' in Austin.

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.