Named Customer Success Manager

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. 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.

BigCommerce is disrupting the e-commerce 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.

We are looking for a results-driven named Customer Success Manager (CSM) to own a dedicated portfolio of accounts, and be accountable for the customer’s overall success with BigCommerce, including product / feature adoption, improving satisfaction, expansion and renewals.

What You'll Do:

• Build deep, lasting relationships, establish yourself as a trusted advisor and drive adoption of our products and services that align with your customer’s goals

• Take full ownership of Net Revenue Retention and the growth of your book of business by securing renewals and proactively identifying and executing opportunities for upsell, cross-sell, and expansion in close partnership with cross-functional teams. 

• Proactively manage customer relationships to ensure high renewal rates. Identify early warning signs of risk and implement effective mitigation strategies to retain accounts.

• Promote adoption of product features and functionality to help customers realize full value. 

• Partner with Sales and other internal teams to identify and execute upsell, cross-sell, and expansion opportunities that contribute to revenue growth. 

• Cultivate strong relationships that lead to customer advocacy. Secure participation in case studies, references, testimonials, and community programs.

• Monitor customer health and usage trends to identify potential issues. Lead resolution of escalations by collaborating with cross-functional teams, ensuring a timely and customer-centric approach.

• Represent customer needs and feedback internally. Work with Product, Engineering, and Operations to advocate for enhancements and process improvements based on customer insights.

• Use customer analytics, surveys, and CRM data to inform engagement strategies, monitor success metrics, and drive data-backed decisions.

• Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)

• Support contract management and billing needs of the customer.

Who You Are:

• 2-3 years of experience required in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment.

• 2 years eCommerce experience - preferred

• Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical

• Familiar with foundational online marketing principles and best practices in the following areas - SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content (i.e. blogging and videos)

• Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease

• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success.

• Familiarity with presenting individual and team-based metrics to senior leadership teams.

• Exceptional skills interacting with customers on a variety of topics including business and product strategy/design, and long-term product roadmap.

• Ability to create informational content for customers and increase engagement, 

• Analytical mind who can convert metrics into action items.

• Proficient in Salesforce, Gainsight, Tableau, Jira, Google Apps.

• Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred

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(Pay Transparency Range: $71,000 - $120,000)

Our employees make the difference. At BigCommerce, 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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com .

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:

• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.