Manager, Customer Success Management

Location: Austin, TX. For candidates based in the Austin or Atlanta metro area, the role follows a hybrid model with three days per week in the office.

Company

Commerce operates an open, AI-driven SaaS commerce ecosystem through BigCommerce, hirify.global, and Makeswift, helping merchants grow across channels.

What you will do

• Coach, mentor, and develop Customer Success Managers across multiple customer segments.
• Own team performance against NRR, renewals, expansion, adoption, churn reduction, and other customer and commercial metrics.
• Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health.
• Guide customer lifecycle strategies from onboarding through renewal and expansion, using Success Plans to drive measurable value.
• Manage executive-level escalations and complex renewal situations while reducing customer and commercial risk.
• Partner with Sales, Product, Support, Marketing, Operations, Finance, and executive leadership to improve scalability and customer experience.

Requirements

• 6–10 years of experience in Customer Success, Strategic Account Management, SaaS, ecommerce, consulting, or related customer-facing commercial roles.
• 3+ years leading and developing Customer Success or customer-facing teams.
• Proven success improving NRR, renewals, retention, expansion, and adoption.
• Experience with forecasting, business reviews, reporting, operational performance, customer segmentation, lifecycle management, and health scoring.
• Strong analytical, strategic, communication, and cross-functional collaboration skills.
• Experience leading complex customer escalations and balancing customer advocacy with business priorities.

Nice to have

• Experience with Gainsight, Salesforce, and Tableau.
• Background in SaaS, ecommerce, or subscription-based businesses.
• Familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM.
• Experience using data and analytics to improve customer outcomes and operational performance.

Culture & Benefits

• People-first environment focused on coaching, talent development, and empowered teams.
• Culture of accountability, collaboration, continuous improvement, and operational excellence.
• Opportunity to shape Customer Success strategy and contribute to the future of commerce.
• Hybrid work model supports focused individual work and in-person collaboration for Austin and Atlanta-area candidates.
• Variable compensation, equity, and benefits may be available according to local policies.