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Customer Success Manager

Job description

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce , named a 2021 "Best Place to Work" in several cities, is looking for a Customer Success Manager. The successful candidate will represent BigCommerce while advising our ecommerce merchants, provide industry leading advocacy, drive client revenue growth, and help our clients Sell More!

What You’ll Do

  • Maintain complete ownership over an assigned Book of Business of best-in-class Enterprise customers.
  • Lead all aspects of key customer success metrics including NPS, account growth, forecasting and revenue retention.
  • Build strong reference-able working relationships with your clients from entry level to C-level executive.
  • Research and understand your client’s industry and business in order to provide standard methodologies, advice, and mentorship to help them grow and achieve key strategic outcomes.
  • Conduct strategic business reviews to implement plans that drive success within clients' business.
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external partners.
  • Recommend apps, integrations, features and partners that best align with client need and BigCommerce goals.
  • Serve as an experienced trusted advisor for both clients, partners and internal team members.
  • Serve as a coach and mentor of junior team members both by example and in a structured environment.
  • Work with cross functional teams across Sales, Client Success, SBD, and Marketing to deliver the best experience for your clients and raise the company NPS.
  • Assist with high severity requests or handle customer concerns as needed, and lead the issue through resolution.

Who You Are

  • 2+ years of experience required in running an enterprise portfolio or direct client consulting within a fast paced environment.
  • Familiar with foundational online marketing principles and standard methodologies in the following areas - SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content (i.e. blogging and videos)
  • Strong peer leadership and mentoring skills
  • Must have strong solid understanding/background of ecommerce and marketing ecosystem
  • Excellent time management & organizational skills
  • Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success.
  • Familiarity with communicating individual and team based metrics to executive teams, including C-level
  • Proficient in professional written and verbal communication across various channels (i.e. presentations, email, text, phone, video, etc.)
  • Proficient in Salesforce, Microsoft Office Suite, and Google Apps.
  • Experience with the BigCommerce product a plus.
  • Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred.
  • Spanish speaking preferred.

#LI-BH1

 

Diversity, Equity & Inclusion at BigCommerce
 
Our employees make the difference. At BigCommerce, 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 an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com .

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BigCommerce Customer Success & Support Team

We focus on all aspects of helping our customers grow their business. Whether it’s Tech Support, Self-Help & Community, Learning & Development, or Professional Services, we give bespoke support to customers old and new.

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