BigCommerce

Manager, Customer Success Management

BigCommerce • $110K — $130K *
Austin, TX 78745In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 6-10 years in Customer Success or related roles
  • 3+ years leading customer-facing teams
  • Proven record of improving Net Revenue Retention (NRR) and renewals
  • Strong analytical and strategic communication skills
  • Experience with complex customer escalations and balancing priorities

Responsibilities

  • Lead and develop a high-performing Customer Success team
  • Own team performance against key business metrics like NRR
  • Drive strategies across the customer lifecycle from onboarding to renewal
  • Identify and address customer and commercial risks proactively
  • Collaborate with cross-functional teams and act as the Voice of the Customer

Benefits

  • Hybrid work model with flexible in-office requirements
  • Opportunities for professional development and coaching
  • Engagement in a culture of accountability and continuous improvement
  • Being part of a customer-obsessed organization focused on scalable practices
Full Job Description
We're looking for an experienced Manager, Customer Success Management, to lead a high-performing team responsible for driving customer retention, adoption, expansion, and long-term customer value.

If you're passionate about developing people, leveraging data to drive business outcomes, and building scalable Customer Success organizations, we'd love to meet you.

What You'll Do

As a Customer Success leader, you'll own the performance and development of a team responsible for delivering measurable customer and commercial outcomes.

Lead & Develop a High-Performing Team

  • 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


Drive Business Performance

  • Own team performance against Net Revenue Retention (NRR) 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


Deliver Outstanding Customer Outcomes

  • Lead strategies across the entire 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


Manage Risk & Escalations

  • Proactively 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


Partner Across the Business

  • Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership
  • Act as the Voice of the Customer by translating feedback into product and operational Improvements
  • Lead initiatives that improve scalability, operational excellence, and customer experience


Success Looks Like

You'll be measured on:
  • Net Revenue Retention (NRR)
  • Renewal performance
  • Customer growth and expansion
  • Forecast accuracy
  • Customer engagement and adoption
  • Churn reduction
  • Customer health improvements
  • Team productivity and development
  • OKR achievement


Who Are You

  • 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
  • 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
  • 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


What Makes You Successful

We're looking for someone who is:
  • A people-first leader who enjoys coaching and developing talent
  • Commercially minded with strong business acumen
  • Data-driven and comfortable making decisions from insights
  • Customer obsessed while balancing business priorities
  • Operationally excellent with a bias toward execution
  • Comfortable navigating ambiguity and leading through change
  • Passionate about building scalable Customer Success organizations


Work Where You Thrive

For candidates based in the Austin or Atlanta metro area, the position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in-person collaboration.

Apply today and help us build the future of commerce.

Note - Applications for this role will be reviewed on an ongoing basis. Qualified candidates may be contacted when a position that matches their experience becomes available.

Compensation Transparency

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

About BigCommerce

BigCommerce is a software company that provides a platform for online businesses to create and manage their e-commerce websites. The company was founded in 2009 and is headquartered in Austin, Texas, U.S. Its platform allows businesses to create online stores, manage their products, process payments, and handle shipping and fulfillment. The company offers a range of plans for businesses of different sizes, from small startups to large enterprises. As of 2020, the company has more than 60,000 customers in over 120 countries. BigCommerce is a privately held company and has raised over $200 million in funding.
Learn more about BigCommerce
Size
813 employees
Market Cap
$597.2 million
Industry
Enterprise Technology
Net Income
-$37.5 million
Founded
2009
Revenue
$152.3 million
NASDAQ
BIGC
* Ladders Estimates

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