Customer Success Manager

About this role

Welcome to the Agentic Commerce Era

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.

We are seeking a commercially minded, proactive Customer Success Manager (CSM) to own and grow a portfolio of named customer relationships with direct accountability to Net Revenue Retention (NRR) as the primary performance metric and core OKR.

This role is responsible for driving customer outcomes across the full customer lifecycle — from onboarding and adoption through retention, renewal, expansion, and advocacy. Success in this role requires balancing customer value delivery with commercial accountability by proactively managing customer engagement, mitigating risk, leading escalations, influencing adoption, identifying growth opportunities, and reducing churn to maximize long-term customer value.

What You’ll Do:

Customer Retention & Revenue Growth • Own a portfolio of customer accounts with direct accountability for achieving Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.

• Develop and execute strategic success plans aligned to customer business goals, measurable outcomes, and growth opportunities.

• Drive customer value realization to increase retention, deepen product adoption, and maximize long-term customer value.

• Identify expansion opportunities and partner with Sales to influence upsell, cross-sell, and account growth initiatives.

• Lead proactive renewal planning and commercial engagement strategies to maximize renewals and reduce revenue attrition.

• Maintain a forward-looking view of portfolio performance, identifying revenue opportunities and risks to achieve quota attainment.

Customer Engagement, Adoption & Advocacy • Own the end-to-end customer lifecycle including onboarding, adoption, engagement, renewal, and expansion.

• Drive executive and operational engagement through business reviews, success checkpoints, and strategic planning sessions.

• Increase customer adoption and utilization through targeted success initiatives tied to measurable business outcomes.

• Build trusted customer relationships that improve loyalty, strengthen advocacy, and increase referenceable customer participation.

• Leverage engagement insights and customer feedback to improve customer outcomes and long-term account health.

Risk Management, Escalations & Churn Mitigation • Proactively identify customer and commercial risks through health indicators, engagement trends, adoption signals, business changes, and renewal indicators; develop and execute mitigation plans to protect revenue outcomes.

• Own customer escalations end-to-end by driving urgency, coordinating cross-functional stakeholders, maintaining clear communication, and restoring customer confidence.

• Act as the central point of accountability for critical customer situations, ensuring timely resolution and executive visibility when required.

• Develop and execute recovery and retention plans for at-risk accounts to improve customer health and maximize renewal outcomes.

• Maintain ongoing portfolio risk forecasting and escalation visibility to proactively manage churn exposure and expansion readiness.

• Monitor customer health scores, usage data, and account indicators to drive proactive intervention and improve retention performance.

Cross-Functional Partnership & Operational Excellence • Partner closely with Sales, Product, Support, Operations, and Leadership teams to deliver a seamless and value-driven customer experience.

• Act as the Voice of the Customer internally by translating customer insights into actionable recommendations.

• Maintain disciplined account planning, CRM hygiene, forecasting accuracy, and data-driven decision making.

• Operate effectively in a fast-paced environment with evolving priorities while maintaining focus on business outcomes.

Success Metrics (KPIs): • Net revenue Retention

• Expansion Pipeline & Closed-Won Growth

• Renewal Performance

• Customer Engagement & Adoption

• Customer Health Improvement

• Churn Reduction & Risk Recovery

• Customer Advocacy & Referenceable Customer Growth

• Forecast Accuracy & Portfolio Health

Who You Are: • 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role.

• Experience managing a portfolio of customer accounts with accountability for customer outcomes including retention, renewals, adoption, growth, or revenue performance.

• Demonstrated ability to build trusted customer relationships, influence stakeholders, and communicate effectively across all levels, including executive audiences.

• Proven ability to identify risk, navigate escalations, and execute retention strategies to drive customer satisfaction and long-term value.

• Strong understanding of customer lifecycle management, success planning, account strategy, and value realization.

• Experience using customer insights, business metrics, and data analysis to inform decisions, prioritize actions, and improve outcomes.

• Ability to manage competing prioritie

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