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About the Role

As a Customer Success leader, you'll own the performance and development of a team responsible for delivering measurable customer and commercial outcomes. We are looking for someone who is a people-first leader who enjoys coaching and developing talent, is commercially minded with strong business acumen, data-driven and comfortable making decisions from insights, customer obsessed while balancing business priorities, operationally excellent with a bias toward execution, comfortable navigating ambiguity and leading through change, and passionate about building scalable Customer Success organizations.

Responsibilities

Lead & Develop a High-Performing Team: Coach, mentor, and develop Customer Success Managers across multiple customer segments.
Create a culture of accountability, collaboration, and continuous improvement.
Drive performance through regular coaching, career development, and performance management.
Ensure team capacity, priorities, and customer coverage align with business objectives.
Drive Business Performance: Own team performance against Net Revenue Retention (NRR) and key business metrics.
Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health.
Monitor dashboards and KPIs to identify trends, risks, and opportunities.
Present business performance, forecasts, and recommendations to senior leadership.
Deliver Outstanding Customer Outcomes: Lead strategies across the entire customer lifecycle—from onboarding through renewal and expansion.
Ensure customers achieve measurable business value through strategic Success Plans.
Improve adoption, engagement, advocacy, and long-term retention.
Drive consistency across customer engagement and lifecycle best practices.
Manage Risk & Escalations: Proactively identify customer and commercial risk.
Lead executive-level customer escalations and complex renewal situations.
Implement strategies that reduce churn and improve renewal outcomes.
Use customer health data and insights to improve predictability.
Partner Across the Business: Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership.
Act as the Voice of the Customer by translating feedback into product and operational Improvements.
Lead initiatives that improve scalability, operational excellence, and customer experience.

Requirements

6–10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related customer-facing commercial roles.
3+ years leading and developing Customer Success or customer-facing teams.
Proven success improving NRR, renewals, customer retention, expansion, and adoption.
Experience managing forecasting, business reviews, reporting, and operational performance.
Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring.
Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive.
Strong analytical, strategic, and communication skills.
Experience leading complex customer escalations and balancing customer advocacy with business priorities.

Skills

Gainsight
Salesforce
Tableau
AI productivity tools such as ChatGPT, Claude, or NotebookLM
Data and analytics

Location

Austin metro area
Atlanta metro area

Work Type

Hybrid

Experience Level

6-10 years
3+ years leading teams

Salary/Compensations

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.
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.

Benefits

Variable compensation (such as bonus or commission)
Equity

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.
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.
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.

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.