Principal Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $120.4k - $203.6k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Own strategic enterprise accounts with accountability for renewals, net revenue retention, expansion, and referenceability • Develop and execute success plans with goals, KPIs, and measurable ROI • Drive adoption and engagement across multiple product lines and platform functionality • Lead executive business and roadmap reviews • Identify and mitigate churn risk proactively • Manage escalations and critical issues • Lead contractual and commercial negotiations and manage commercial terms • Forecast renewals, churn risks, upsell, and cross-sell opportunities • Partner with Sales and Account Management on expansion opportunities • Build customer champions, advocacy programs, and referenceable accounts • Influence product roadmap, platform functionality, and go-to-market strategy as the voice of the customer • Collaborate cross-functionally to scale processes, drive retention, and maximize growth • Mentor other Customer Success Managers • Maintain accurate account documentation, usage insights, and engagement history • Meet assigned OKRs and KPIs

🎯 Requirements

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles • Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts • Strong executive presence and ability to influence senior and C-level stakeholders • Experience in success planning, documentation, and escalation management • Commercial mindset focused on Net Revenue Retention (NRR) and churn reduction • Comfort with contractual and commercial negotiation and managing commercial terms • Exceptional interpersonal, influencing, and communication skills • Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately • Deep, hands-on knowledge of the company’s products and services • Bias for action and results orientation • Highly organized and systems-oriented, with strong decision-making skills

🏖️ Benefits

• Remote-first work arrangement • 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

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