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Senior 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 "Best Place to Work 2021" in Austin, is looking for a Senior Customer Success Manager. You will represent BigCommerce while influencing 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 customers with responsibility over key customer success metrics including NPS, account growth, forecasting and revenue retention
  • Be the internal subject matter authority and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques
  • Advise merchants on standard methodologies to help them improve time to first sale, search optimization, conversion, site speed, fraud management, business operations and other key impact areas
  • Improve revenue retention rates for your book of business by building strong reference-able working relationships with your clients which may include C-level executives
  • Become proficient in driven positioning and be effective in differentiating BigCommerce and the BigCommerce partner ecosystem
  • Research and understand your client’s industry and business to provide standard methodologies, advice, and mentorship to help achieve key strategic outcomes
  • Collaborate with Product Management, Engineering, Client Services, and Marketing teams to ensure that newly released features are understood and continue to strengthen our value proposition
  • Maintain a detailed cadence of weekly, monthly, and quarterly meetings with merchants to maintain relationships and uncover opportunities to continue to provide improved solutions
  • Conduct strategic business reviews to implement plans that drive their growth and achieve shared goals
  • Serve as an experienced, trusted advisor for clients, partners and internal team members
  • Assist with high-severity requests or issue partner concerns as needed, and manage through resolution
  • Work with cross functional teams across Sales, Client Success, SBD, and Marketing to deliver the best experience for your clients, like company NPS
  • Be the voice of the customer – sharing customer feedback, requests and requirements to internal partners
  • Coach and mentor to members on the Customer Success Team both by example and in a structured environment
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external partners

Who You Are

  • 3+ years of proven experience required in managing an enterprise portfolio or direct client consulting and selling within a fast paced environment
  • Must have strong solid understanding/background of ecommerce and marketing ecosystem
  • Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical
  • 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)
  • Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease
  • Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success
  • Familiarity with presenting individual and team based metrics to executive teams, including C-level
  • Proficient in Salesforce, Microsoft Office Suite, and Google Apps
  • Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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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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