Bigcommerce

Customer Success Manager - FDX

Austin, TX

No sponsorship$105k-$158kDetected 6 days ago

GrafanaData VisualizationSalesforceCRMAccount ManagementCustomer SuccessCadenceCollaborationProblem Solving

About the role

Feedonomics has earned a strong reputation for a full-service model and powerful technology-all rooted in a commitment to excellence.
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.
We also consider internal equity to help ensure fair and consistent pay practices across our teams.

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.
Own designated renewal motions, developing renewal strategies that reinforce customer value while partnering on strategic commercial conversations, pricing, contract optimization, and complex renewals.
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.

2+ 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.
Strong analytical, organizational, and problem-solving skills with the ability to translate customer insights into actionable recommendations.
Experience using Salesforce or similar CRM platforms.
Ability to balance relationship management with business growth objectives and influence cross-functional teams in complex customer environments.

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.

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.
We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

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

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.
At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community.
We are committed to creating an inclusive and accessible hiring experience for all candidates.

We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

This listing is sourced directly from Bigcommerce's careers page and normalized into a canonical job model.