Principal Customer Success Manager

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.

The Principal Customer Success Manager – Enterprise owns a portfolio of high-growth and strategic enterprise accounts and is accountable for adoption, retention, renewal, expansion, and customer advocacy across a multi-product ecommerce platform. As a senior individual contributor, this role partners with executive stakeholders to define success goals, manage escalations, and deliver measurable business outcomes, while developing customers into long-term champions and reference-able advocates.

What You’ll Do:

Account Ownership & Success Planning

• Own strategic enterprise accounts, with accountability for renewals, net revenue retention, expansion, and referenceability.
• Develop and execute success plans with clear goals, KPIs, and measurable ROI.
• Drive adoption and engagement across multiple product lines and platform functionality.
• Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are achieved.

Retention, Risk & Escalation Management

• Identify and mitigate churn risk proactively to support high retention and renewal success.
• Manage escalations and critical issues, resolving challenges quickly to maintain customer trust and satisfaction.
• Lead commercial conversations, including contractual and commercial negotiations and management of commercial terms at all stages of the customer lifecycle.
• Forecast accurately on renewals, churn risks, and potential upsell and cross-sell opportunities, and report to leadership.

Growth & Advocacy

• Partner with Sales and Account Management to identify expansion and upsell opportunities aligned with strategic growth objectives.
• Build customer champions, advocacy programs, and referenceable accounts for case studies and marketing initiatives.

Cross-Functional Collaboration & Leadership

• Serve as the voice of the customer, influencing product roadmap, platform functionality, and go-to-market strategy.
• Collaborate with Product, Sales, Account Management, and other cross-functional teams to scale processes, drive retention, and maximize growth.
• Mentor and share best practices with other Customer Success Managers to elevate enterprise success standards.

Data, Documentation & Performance

• Apply a data-driven approach to success planning, risk mitigation, and identification of expansion opportunities.
• Maintain accurate account documentation, usage insights, and engagement history to inform strategy and cross-functional teams.
• Meet assigned OKRs and KPIs established to align with organizational goals.

Who You Are:

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles.
• Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts.
• Strong executive presence with the ability to influence senior and C-level stakeholders and navigate complex organizations.
• Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management.
• Commercial mindset with a focus on Net Revenue Retention (NRR) and churn reduction, and the ability to proactively manage customer health.
• Comfort with contractual and commercial negotiation, including leading commercial conversations and managing commercial terms.
• Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews.
• Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately.
• Deep, hands-on knowledge of the company’s products and services, enabling clear guidance and strategic consultation at all levels.
• Bias for action and results orientation, with the ability to manage competing priorities.
• Highly organized and systems-oriented, with strong decision-making skills.

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Pay Transparency Range: $120,381.00 - $203,585.00

Commerce is a remote-first company. For team members in Austin, Atlanta, and London, we offer optional collaborative workspaces for team gatherings, workshops, and in-person connection. Use them whenever they’re helpful, balancing focused individual work with meaningful in-person collaboration.

The 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. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, 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. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

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.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

To protect our candidates and company from fraudulent activity, our interview process includes a government ID and biometric verification via Persona, our trusted identity verification provider. All information is collected and processed securely in accordance with applicable privacy laws.

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce 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 Commerce, we urge you to be extremely cautious and avoid engaging or responding.