Customer Success Manager - FDX

Customer Success Manager

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we're looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what's possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for driving customer retention, adoption, value realization, and long-term growth across an assigned portfolio of customers. As the strategic owner of the post-onboarding customer relationship, the CSM partners closely with cross-functional teams to deliver an exceptional customer experience throughout the customer lifecycle. The CSM owns customer success outcomes and designated renewal motions while partnering on strategic commercial opportunities and complex renewals.

Success in this role is measured by Net Revenue Retention (NRR), customer retention, product adoption, customer satisfaction, and the ability to proactively identify and mitigate risk while uncovering growth opportunities.

Customer Relationship Ownership

• Own an assigned portfolio of customer accounts with accountability for customer outcomes, including retention, Net Revenue Retention (NRR), adoption, customer satisfaction, and long-term success.
• Serve as the primary post-onboarding point of contact and trusted advisor, building strong relationships with executive sponsors, business stakeholders, and end users.
• Maintain a consistent cadence of customer engagement through business reviews, executive meetings, success plan reviews, and strategic check-ins.

Adoption, Value Realization, and Risk Management

• Develop and execute success plans that align customer business objectives with measurable outcomes, guiding customers through adoption, optimization, renewal readiness, organizational change, and growth milestones.
• Monitor customer health, product adoption, engagement, and satisfaction to proactively identify risks, develop mitigation plans, and ensure customers realize measurable value from the platform.
• Deliver customer education, product demonstrations, and best practice guidance to increase adoption of new capabilities and maximize business outcomes.

Renewals and Expansion

• Own designated renewal motions, developing renewal strategies that reinforce customer value while partnering on strategic commercial conversations, pricing, contract optimization, and complex renewals.
• Identify expansion opportunities through customer engagement and platform adoption, partnering to qualify and execute growth opportunities.

Cross-Functional Collaboration and Advocacy

• Collaborate closely with internal teams to coordinate customer success initiatives, resolve escalations, and deliver a seamless customer experience.
• Capture customer feedback, advocate for product improvements, develop customer advocates through references and case studies, and support customer success stories and advocacy initiatives.

Operational Excellence

• Maintain accurate customer records, success plans, account health, and opportunities within Salesforce and other customer success systems while contributing to scalable programs, documentation, and operational excellence.

Who You Are:

• 3+ years of experience in Customer Success, Account Management, Customer Experience, Customer Retention, Consulting, or another customer-facing role within SaaS, eCommerce, or technology.
• Experience managing a portfolio of customer accounts with accountability for retention, renewals, adoption, growth, or revenue performance.
• Experience owning or supporting customer renewals and developing trusted relationships with executive and business stakeholders.
• Bachelor's degree or equivalent professional experience preferred.
• Experience in eCommerce, marketplace, feed management, retail technology, digital advertising, or MarTech preferred.
• Familiarity with Salesforce, Gainsight, Tableau, Grafana, or similar Customer Success and analytics platforms preferred.
• Experience working with customer data, reporting, and analytics platforms to derive actionable insights from business metrics preferred.
• Strong analytical, organizational, and problem-solving skills with the ability to translate customer insights into actionable recommendations.
• Excellent written, verbal, presentation, and relationship management skills.
• Experience using Salesforce or similar CRM platforms.
• Customer-first mindset with strong commercial acumen and an ownership mentality toward revenue and retention outcomes.
• Ability to balance relationship management with business growth objectives and influence cross-functional teams in complex customer environments.
• Strong execution, prioritization, and problem-solving capabilities in a proactive, fast-moving environment.

(Pay Transparency Range (TTC): $105,360.00 - $158,040.00)