Senior Manager, Customer Success Operations at BigCommerce

| Austin
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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.

We are seeking a Senior Manager, Customer Success Services Operations to drive successful growth initiatives across the company through quantitative analysis, objective & process definition, and partner consultation. Able to quickly build trust with a wide variety of partners, this individual will become the “go-to” for the Chief Services Officer to tackle the most sophisticated headwinds to scaling. A natural servant-leader with a “Customer First” attitude, the ideal candidate will improve a mix of practical experience, social skills, process improvement, data analysis, and a steadfast drive for business improvement to make positive organizational change.

What You’ll Do:
  • Engage partners across the business to identify, scope, and supervise the execution of Customer Success initiatives
  • Build frameworks that ensure key objectives, processes, control mechanisms, and defect detection tools are embedded into our ways of working
  • Rapidly develop a deep understanding of the BigCommerce customer and what encourages or prevents success on our platform, be an advocate for our Customer
  • Partner closely with Operations on key processes and Analytics on data reporting to unlock insights and propose opportunities for Customer Success
  • Partner closely with the FP&A to align revenue-generating activities to compensation plan strategies that are motivating to Customer Success Managers 
  • Partner closely with Strategic Business Development to intake, prioritize, size, rank, and productionalize Customer Success Manager outbound campaigns that encourage customers to attach partner solutions and services to their subscription store plans
  • Model financial impacts of business decisions, evaluate profitability, and recommend growth opportunities
  • Lead all aspects of regular cross-functional cadences to drive alignment, surface risks, and drive action across the business
  • Develop and drive implementation of new processes that support partner and revenue growth
  • Provide analytical leadership for CSS and Partner teams across their revenue generating efforts
Who You Are:
  • 9+ years experience in strategy, management consulting, business operations, or similar
  • 2+ years people management required (preferably managing Managers)
  • A bachelor’s degree in a quantitative field (Statistics, Math, Business Administration, Finance, Economics). MBA preferred. 
  • Deep analytical skills, including financial modeling, Excel, and Tableau with confirmed experience automating complex manual processes
  • Proven ability to scale retention-based strategies through implementation
  • Program management, planning, and goal setting expertise
  • Outstanding ability to delegate while closely leading all aspects of adherence to critical path plans across multiple projects in a fast-paced environment
  • Continuous improvement demeanor; ability to seek out and implement standard methodologies
  • Excellent verbal/written communication, influencing, and interpersonal relationship skills
  • A thoughtful leader who earns trust and builds strong cross-functional relationships

A summary of what we offer

We empower others. We make an impact. We collaborate and create with excitement and pace. We help businesses grow - ourselves and each other, too. We innovate. We play. We tackle problems. We have fun. We be ourselves.
Here's how we support you along the way!

  • Vacation - Unlimited time off for salaried employees and accrual based plans that allow for 3+ weeks of paid vacation for hourly employees
  • 7+ days paid sick time with the option to roll over into extended sick leave (up to 30 days)
  • 10 Paid Holidays Annually - 9 days paid time off for recognized company holidays + 1 floating holiday of your choice
  • Disability Leave: Up to 6 weeks paid disability leave
  • Charitable Time Off:  2 days paid time off to volunteer at your favorite 501(c)(3)
  • Wellbeing Leave: 1 day paid time off to take time away from the office to reduce stress, avoid burnout, and/or practice self-care
  • National UnitedHealthcare PPO
  • National UnitedHealthcare HDHP 
  • National UnitedHealthcare Dental (PPO) 
  • National Vision Service Plan (VSP) 
  • Parental Leave provides up to 12 weeks of 100% paid time off for birth parents and up to 4 weeks for non-birth parents
  • Newborn Sick Leave provides up to 5 additional days of sick time to care for your newborn 
  • Transition Benefit for new parents 
  • Flexible Return to Work Arrangement provides a formal flexible arrangement process for transitioning parents
  • Adoption Assistance
 
Diversity, Equity & Inclusion at BigCommerce
 
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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • GoLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • CircleCIFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • Google CloudFrameworks
    • jQueryFrameworks
    • Next.jsFrameworks
    • SeleniumFrameworks
    • JenkinsFrameworks
    • ScalatestFrameworks
    • MockitoFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

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

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

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).
Daily sync
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring Practices that Promote Diversity
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
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees parking in a garage on the property.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
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

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs that help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work.

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work

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