Manager, Customer Success Management (SaaS)

Location: Austin, TX; remote-first company with optional collaborative workspaces in Austin, Atlanta, and London.

Salary: $106,010–$152,388 annual base salary; variable compensation, equity, and benefits may also apply where applicable.

Company

Commerce operates an open, AI-driven SaaS ecommerce ecosystem through Commerce, BigCommerce, hirify.global, and Makeswift, helping merchants grow through connected commerce tools and customer experiences.

What you will do

• Coach, mentor, and develop Customer Success Managers across multiple customer segments while managing capacity, priorities, coverage, accountability, and performance.
• Own team performance against Net Revenue Retention, renewals, expansion, churn reduction, customer engagement, adoption, customer health, productivity, and OKR achievement.
• Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health; monitor dashboards and KPIs; and present performance and recommendations to senior leadership.
• Drive customer lifecycle strategies from onboarding through renewal and expansion, using Success Plans to deliver measurable business value and improve adoption, engagement, advocacy, and retention.
• Identify customer and commercial risk, lead executive-level escalations and complex renewal situations, and improve renewal predictability through customer health insights.
• Collaborate with Sales, Product, Support, Marketing, Operations, Finance, and Executive Leadership; translate customer feedback into product and operational improvements and lead scalability initiatives.

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, customer retention, expansion, and adoption.
• Experience managing forecasting, business reviews, reporting, and operational performance.
• Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring.
• Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive leadership.
• Strong analytical, strategic, and communication skills.
• Experience leading complex customer escalations and balancing customer advocacy with business priorities.
• People-first, commercially minded, data-driven, customer-focused, operationally excellent, and comfortable navigating ambiguity and leading through change.

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

• Remote-first work environment with optional collaborative workspaces for team gatherings, workshops, and in-person connection in Austin, Atlanta, and London.
• Opportunity to work on customer success for an AI-driven commerce ecosystem.
• Variable compensation, equity, and benefits may be available according to local policies.
• Commitment to inclusion, accessibility, equitable pay practices, and transparent compensation.

Hiring process

• Applications are reviewed on an ongoing basis, and qualified candidates may be contacted when a matching position becomes available.
• The interview process includes government ID and biometric verification via Persona.