The Principal Customer Success Manager – Enterprise owns a portfolio of high-growth and strategic enterprise accounts and is accountable for adoption, retention, renewal, expansion, and customer advocacy across a multi-product ecommerce platform. As a senior individual contributor, this role partners with executive stakeholders to define success goals, manage escalations, and deliver measurable business outcomes, while developing customers into long-term champions and reference-able advocates.
What You’ll Do:
Account Ownership & Success Planning
- Own strategic enterprise accounts, with accountability for renewals, net revenue retention, expansion, and referenceability.
- Develop and execute success plans with clear goals, KPIs, and measurable ROI.
- Drive adoption and engagement across multiple product lines and platform functionality.
- Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are achieved.
Retention, Risk & Escalation Management
- Identify and mitigate churn risk proactively to support high retention and renewal success.
- Manage escalations and critical issues, resolving challenges quickly to maintain customer trust and satisfaction.
- Lead commercial conversations, including contractual and commercial negotiations and management of commercial terms at all stages of the customer lifecycle.
- Forecast accurately on renewals, churn risks, and potential upsell and cross-sell opportunities, and report to leadership.
Growth & Advocacy
- Partner with Sales and Account Management to identify expansion and upsell opportunities aligned with strategic growth objectives.
- Build customer champions, advocacy programs, and referenceable accounts for case studies and marketing initiatives.
Cross-Functional Collaboration & Leadership
- Serve as the voice of the customer, influencing product roadmap, platform functionality, and go-to-market strategy.
- Collaborate with Product, Sales, Account Management, and other cross-functional teams to scale processes, drive retention, and maximize growth.
- Mentor and share best practices with other Customer Success Managers to elevate enterprise success standards.
Data, Documentation & Performance
- Apply a data-driven approach to success planning, risk mitigation, and identification of expansion opportunities.
- Maintain accurate account documentation, usage insights, and engagement history to inform strategy and cross-functional teams.
- Meet assigned OKRs and KPIs established to align with organizational goals.
Who You Are:
- 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 with the ability to influence senior and C-level stakeholders and navigate complex organizations.
- Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management.
- Commercial mindset with a focus on Net Revenue Retention (NRR) and churn reduction, and the ability to proactively manage customer health.
- Comfort with contractual and commercial negotiation, including leading commercial conversations and managing commercial terms.
- Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews.
- Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately.
- Deep, hands-on knowledge of the company’s products and services, enabling clear guidance and strategic consultation at all levels.
- Bias for action and results orientation, with the ability to manage competing priorities.
- Highly organized and systems-oriented, with strong decision-making skills.
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Pay Transparency Range: $120,381.00 - $203,585.00
Work Where You Thrive
Commerce is a remote-first company. For team members in Austin, Atlanta, and London, we offer optional collaborative workspaces for team gatherings, workshops, and in-person connection. Use them whenever they’re helpful, balancing focused individual work with meaningful in-person collaboration.
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.
