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Senior Manager, Customer Success Operations

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.

We are seeking a Senior Manager, Customer Success Services Operations to drive successful growth initiatives across the company through quantitative analysis, objective & process definition, and partner consultation. Able to quickly build trust with a wide variety of partners, this individual will become the “go-to” for the Chief Services Officer to tackle the most sophisticated headwinds to scaling. A natural servant-leader with a “Customer First” attitude, the ideal candidate will improve a mix of practical experience, social skills, process improvement, data analysis, and a steadfast drive for business improvement to make positive organizational change.

What You’ll Do:

  • Engage partners across the business to identify, scope, and supervise the execution of Customer Success initiatives
  • Build frameworks that ensure key objectives, processes, control mechanisms, and defect detection tools are embedded into our ways of working
  • Rapidly develop a deep understanding of the BigCommerce customer and what encourages or prevents success on our platform, be an advocate for our Customer
  • Partner closely with Operations on key processes and Analytics on data reporting to unlock insights and propose opportunities for Customer Success
  • Partner closely with the FP&A to align revenue-generating activities to compensation plan strategies that are motivating to Customer Success Managers 
  • Partner closely with Strategic Business Development to intake, prioritize, size, rank, and productionalize Customer Success Manager outbound campaigns that encourage customers to attach partner solutions and services to their subscription store plans
  • Model financial impacts of business decisions, evaluate profitability, and recommend growth opportunities
  • Lead all aspects of regular cross-functional cadences to drive alignment, surface risks, and drive action across the business
  • Develop and drive implementation of new processes that support partner and revenue growth
  • Provide analytical leadership for CSS and Partner teams across their revenue generating efforts

Who You Are:

  • 9+ years experience in strategy, management consulting, business operations, or similar
  • 2+ years people management required (preferably managing Managers)
  • A bachelor’s degree in a quantitative field (Statistics, Math, Business Administration, Finance, Economics). MBA preferred. 
  • Deep analytical skills, including financial modeling, Excel, and Tableau with confirmed experience automating complex manual processes
  • Proven ability to scale retention-based strategies through implementation
  • Program management, planning, and goal setting expertise
  • Outstanding ability to delegate while closely leading all aspects of adherence to critical path plans across multiple projects in a fast-paced environment
  • Continuous improvement demeanor; ability to seek out and implement standard methodologies
  • Excellent verbal/written communication, influencing, and interpersonal relationship skills
  • A thoughtful leader who earns trust and builds strong cross-functional relationships

A summary of what we offer

We empower others. We make an impact. We collaborate and create with excitement and pace. We help businesses grow - ourselves and each other, too. We innovate. We play. We tackle problems. We have fun. We be ourselves.
Here's how we support you along the way!

  • Vacation - Unlimited time off for salaried employees and accrual based plans that allow for 3+ weeks of paid vacation for hourly employees
  • 7+ days paid sick time with the option to roll over into extended sick leave (up to 30 days)
  • 10 Paid Holidays Annually - 9 days paid time off for recognized company holidays + 1 floating holiday of your choice
  • Disability Leave: Up to 6 weeks paid disability leave
  • Charitable Time Off:  2 days paid time off to volunteer at your favorite 501(c)(3)
  • Wellbeing Leave: 1 day paid time off to take time away from the office to reduce stress, avoid burnout, and/or practice self-care
  • National UnitedHealthcare PPO
  • National UnitedHealthcare HDHP 
  • National UnitedHealthcare Dental (PPO) 
  • National Vision Service Plan (VSP) 
  • Parental Leave provides up to 12 weeks of 100% paid time off for birth parents and up to 4 weeks for non-birth parents
  • Newborn Sick Leave provides up to 5 additional days of sick time to care for your newborn 
  • Transition Benefit for new parents 
  • Flexible Return to Work Arrangement provides a formal flexible arrangement process for transitioning parents
  • Adoption Assistance
 
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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