BigCommerce is disrupting the eCommerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce is currently seeking a Senior Manager, Customer Growth to lead our customer growth team. In this role, you will be responsible for developing impactful growth strategies to support the satisfaction, retention and growth of our 60,000+ customers. We are looking for a strategic thinker that thrives in a fast pace, highly collaborative environment with proven expertise and experience in developing, executing and optimizing successful customer growth and retention programs. 

Description

The Senior Manager, Customer Growth will help develop a global customer growth strategy across business units and regions, working closely with business stakeholders to ensure plans support overarching business priorities. 

You will be responsible for implementing strategies that drive growth in net dollar retention across the customer base. 

You will help our customers do the best work of their lives, helping customers realize clear value from BigCommerce while translating this value into advocacy in the market that helps build awareness. 

Responsibilities

• Lead team of 2-3 marketing managers to develop and deliver actionable plans as aligned to business strategy 
• Oversee the team’s execution of key deliverables within the strategic customer growth plan
• Work within marketing and strategic operations to co-develop business case for investment and growth areas within customer-facing programs
• Working with marketing leadership, establish both short-term results and long-term customer growth strategy, including revenue forecasting
• Coach and enable customer marketing managers to design optimized contextual marketing architecture, aligned to customer journey maps 
• Serve as representative with product, partner, finance and operations to jointly develop programs that scale and grow revenue from customers 
• Manage team to create and communicate a new standardized outreach process for current and future clients and coordinate, monitoring its usage across sales channels, customer success management and marketing 
• Lead team to develop and implement plans to optimize upgrades and define downgrades mitigation strategies
• Work cross-functionally to optimize marketing engagement to support full customer journey from trial to onboarding to engagement to advocacy 
• Work closely with operations, sales, partner and other customer-facing groups to develop and execute cross-functional customer growth plans optimized for net revenue retention (NRR)
• Review and analyze performance of all customer marketing and growth activities; scaling where applicable and providing ongoing improvement suggestions 
• Work with product and web groups to define conversion rate optimization (CRO) strategies across lifecycle of customers
• Manage team to define and refine customer base analysis and ongoing propensity modeling to inform development of marketing strategies to support lifecycle, onboarding, activation, upsell and retention programs
• Work closely with analytics teams to identify the key drivers of engagement and churn and identify actionable insights from customer data to continually improve customer retention efforts
• Lead the creation and deployment of a consistent customer P&L while coaching team members on the adoption of a financial mindset
• Contribute to cross-functional reviews of business plans to lead ROI, globally, that enables deeper insights on investment spending across sales and marketing

Qualifications

• Passion for serving and understanding customers
• Excellent communication and interpersonal skills to help nurture customer relationships and work with cross-functional teams
• Able to operate with autonomy and minimal supervision, successfully managing stakeholder and leadership expectations, and can work cross-functionally to deliver projects within scope and budget
• Independently lead cross-functional meetings, drive for collaboration, front-load accountability and interact with senior leaders and stakeholders
• Experience or familiarity with cohort analysis and propensity modeling 
• Extremely organized and detail oriented, with the ability to prioritize work with flexibility and purpose
• You will be an expert with Google Analytics/Adobe Analytics or similar. You will also have experience utilising Tableau/Looker/PowerBI or similar
• Analytical competency to measure the effectiveness of marketing programs

Experience Requirements

• 8+ years of proven experience in communications or marketing 
• 3+ years of people management experience
• 5+ years of experience in customer advocacy, customer marketing or a related marketing or customer success role with a preference for B2B SMB and MM experience

Systems knowledge / experience

• Google Analytics/Adobe Analytics
• Tableau/Looker/PowerBI or similar
• Segment is a plus
• Marketo is a plus
• Jira or other project management tool is a plus

Diversity & Inclusion at BigCommerce
We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

Current BigCommerce Employees: Please use the internal job board to apply for openings