Top Customer Success & Experience Jobs in Austin, TX

Identify at-risk merchants, develop and execute renewal strategies, negotiate multi-year subscription renewals, close deals, pursue upsell/cross-sell opportunities, coordinate with Sales and Customer Success, gather merchant feedback, and communicate product issues to improve retention and platform usage.

Lead strategic customer relationships to ensure adoption, value realization, retention, and expansion across Commerce's AI-driven commerce products. Act as a trusted advisor, collaborate with product, sales, and support to solve complex commerce challenges, and promote responsible use of AI to accelerate customer outcomes.

Own and grow strategic existing BigCommerce/Feedonomics/Makeswift accounts by identifying upsell/cross-sell opportunities, driving renewals, coordinating internal teams and agencies, leading business reviews, maintaining account plans and CRM records to maximize retention and expansion.

Manage a portfolio of post-onboarding customers to drive retention, NRR, adoption, and satisfaction. Build success plans, monitor health, lead renewals and expansions, deliver education and demos, coordinate cross-functional support, and maintain records in Salesforce to ensure measurable customer value.

Develop, maintain, and update Commerce product and developer training content; produce developer-focused videos; translate platform changes into learning materials; deliver customized virtual and in-person training; scope enterprise training needs; coordinate stakeholders and manage training logistics to support merchants, partners, and internal teams.

The Technical Customer Support Representative assists eCommerce merchants by providing technical support via phone, email, and chat, troubleshooting issues, and enhancing customer satisfaction through effective problem-solving and communication.