Manager, Customer Success Management at BigCommerce

| Austin
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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.

BigCommerce, named a 2020 "Best Place to Work" in Austin, is looking for a Manager, Customer Success Management for our Austin Four Points office. In this exciting role you will supervise and lead a team of awesome Customer Success Managers who consult and advise the most exciting and fastest-growing merchants in eCommerce. You will develop and coach the team to provide industry-leading advocacy, drive client revenue growth, and help our clients Sell More! 

What You’ll Do:

  • Manage a Customer Success Management team in our Austin office. You will be responsible for the development, performance, and execution of processes that achieve required service levels related to customer retention, satisfaction, and cost. for your team.
  • Develop systems and controls to scale and grow a team while achieving repeatable quality client outcomes.
  • Manage the daily operations of your Customer Success Management team with a particular focus on developing team members and strategies that drive incremental improvement, operational excellence that continually result in increasing the value delivered to clients.
  • Collaborate and develop measurable outputs related to cross-functional relationships with the following organizations and expectations:
    • Marketing: Develop repeatable feedback loops that provide customer insights and referenceable customers
    • Sales: Ensure meaningful handoff and transitions post-sale
    • Business Development: Work in partnership with Business Development teams to ensure solutions are developed that maximize the potential for customer success. 
    • Work with global leaders in Professional Services and Support leadership teams in continuous process improvement as required. 
  • Execute communication procedures with enterprise accounts, including but not limited to customer cadence, strategic business reviews, product improvements, and escalations. 
  • Ensure your team is equipped to address enterprise client concerns promptly, leveraging resources from within the organization as appropriate.
  • Advocate on behalf of your team for enterprise clients with internal teams, external stakeholders and the executive team to facilitate client success.
  • Responsibilities include the participation in a team that recruits, hires, develops and retains best in class talent. 
  • Work closely with training and human resources teams to provide appropriate career growth opportunities for team members.

Who You Are:

  • 1+ years experience in Management of Account/Customer Success Management teams in an Enterprise software or SaaS organization preferred
  • 3-5 years experience as a Sr Account/Customer Success Manager required
  • Bachelor’s degree in Business, Management or Management Information Systems or equivalent experience required.
  • Experience with eCommerce preferred
  • Experience with Lean/Six Sigma preferred
  • Ability to evaluate, measure, mentor, transform and inspire a diverse existing team 
  • Be passionate in helping team members grow and succeed
  • Own the client experience and outcomes, and inspire and hold team members accountable to the same
  • Achieve monthly and quarterly business success outcomes
  • Be a great collaborator and respected partner
  • Build intra-company relationships to address challenges and take advantage of opportunities
  • Excellent written and verbal communication, and an ability to provide concise and appropriate feedback to the leadership team that results in greater efficiency and understanding
  • Exemplify the BigCommerce values and mojo
This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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.


#LI-CK1

#INDSP

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

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