Manager, Customer Success Management

🔥 12 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $106k - $152.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Commerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛍️ eCommerce

🤖 Artificial Intelligence

🤝 B2B

eCommerce • Artificial Intelligence • B2B

Commerce is a company that provides flexible, AI-driven solutions designed for next-generation commerce. It connects various tools and systems to drive growth and unlock data potential for businesses. With a focus on delivering seamless, personalized experiences at scale, Commerce supports businesses through tailored solutions and end-to-end services. Its platform includes offerings like BigCommerce, Feedonomics, and Makeswift, aimed at enabling innovation, optimizing data, and creating customizable digital experiences.

📋 Description

• Coach, mentor, and develop Customer Success Managers across multiple customer segments • Create a culture of accountability, collaboration, and continuous improvement • Drive performance through regular coaching, career development, and performance management • Ensure team capacity, priorities, and customer coverage align with business objectives • Own team performance against Net Revenue Retention and key business metrics • Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health • Monitor dashboards and KPIs to identify trends, risks, and opportunities • Present business performance, forecasts, and recommendations to senior leadership • Lead strategies across the customer lifecycle from onboarding through renewal and expansion • Ensure customers achieve measurable business value through strategic Success Plans • Improve adoption, engagement, advocacy, and long-term retention • Drive consistency across customer engagement and lifecycle best practices • Identify customer and commercial risk • Lead executive-level customer escalations and complex renewal situations • Implement strategies that reduce churn and improve renewal outcomes • Use customer health data and insights to improve predictability • Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership • Translate customer feedback into product and operational improvements • Lead initiatives that improve scalability, operational excellence, 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, 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 • Preferred: Experience with Gainsight, Salesforce, and Tableau • Preferred: Background in SaaS, ecommerce, or subscription-based businesses • Preferred: Familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM • Preferred: Experience using data and analytics to improve customer outcomes and operational performance

🏖️ Benefits

• Remote-first work environment • Optional collaborative workspaces in Austin, Atlanta, and London • Variable compensation such as bonus or commission, where applicable • Equity, where applicable • Benefits in accordance with local policies • Inclusive and accessible hiring experience • Government ID and biometric verification processed securely in accordance with applicable privacy laws