Manager, Customer Success Management
On-siteAustin, Texas, United States
Job Summary
Lead a high-performing Customer Success team to drive retention, adoption, expansion, and long-term customer value through strategic Success Plans and lifecycle management. Coach and mentor Customer Success Managers across multiple segments while ensuring team capacity aligns with business objectives. Own performance against Net Revenue Retention (NRR), forecasting for renewals and churn risk, and presenting business insights to senior leadership. Proactively identify and lead executive-level escalations to reduce churn and improve renewal outcomes. Partner cross-functionally with Sales, Product, and Operations to translate customer feedback into operational improvements. This role supports Commerce's mission to empower businesses through an open, AI-driven commerce ecosystem.
Required Qualifications
- 6–10 years of experience in Customer Success, Strategic Account Management, SaaS, Ecommerce, Consulting, or related customer-facing commercial roles
- 3+ years leading and developing Customer Success or customer-facing teams
- Proven success improving NRR, renewals, customer retention, expansion, and adoption
- Experience managing forecasting, business reviews, reporting, and operational performance
- Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring
- Experience partnering cross-functionally with Sales, Product, Support, Finance, and Executive
- Strong analytical, strategic, and communication skills
- Experience leading complex customer escalations and balancing customer advocacy with business priorities
- Work in Austin or Atlanta metro area
- Hybrid work model with three days per week in the office
Desired Qualifications
- Experience with Gainsight, Salesforce, and Tableau
- Background in SaaS, ecommerce, or subscription-based businesses
- Familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM
- Experience using data and analytics to improve customer outcomes and operational performance
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