Manager, Customer Success Management

Manager, Customer Success Management

At Commerce, we're helping merchants of all sizes sell more and grow faster through our leading open SaaS ecommerce platform. We're passionate about building exceptional customer experiences while fostering a culture of innovation, collaboration, and continuous growth.

We're looking for an experienced Manager, Customer Success Management, to lead a high-performing team responsible for driving customer retention, adoption, expansion, and long-term customer value.

If you're passionate about developing people, leveraging data to drive business outcomes, and building scalable Customer Success organizations, we'd love to meet you.

What You'll Do:

As a Customer Success leader, you'll own the performance and development of a team responsible for delivering measurable customer and commercial outcomes.

Lead & Develop a High-Performing Team

• Coach, mentor, and develop Customer Success Managers across multiple customer segments
• Create a culture of accountability, collaboration, and continuous improvement
• Drive performance through regular coaching, career development, and performance management
• Ensure team capacity, priorities, and customer coverage align with business objectives

Drive Business Performance

• Own team performance against Net Revenue Retention (NRR) and key business metrics
• Lead forecasting for renewals, churn risk, expansion opportunities, and portfolio health
• Monitor dashboards and KPIs to identify trends, risks, and opportunities
• Present business performance, forecasts, and recommendations to senior leadership

Deliver Outstanding Customer Outcomes

• Lead strategies across the entire customer lifecycle—from onboarding through renewal and expansion
• Ensure customers achieve measurable business value through strategic Success Plans
• Improve adoption, engagement, advocacy, and long-term retention
• Drive consistency across customer engagement and lifecycle best practices

Manage Risk & Escalations

• Proactively identify customer and commercial risk
• Lead executive-level customer escalations and complex renewal situations
• Implement strategies that reduce churn and improve renewal outcomes
• Use customer health data and insights to improve predictability

Partner Across the Business

• Collaborate with Sales, Product, Support, Marketing, Operations, and Executive Leadership
• Act as the Voice of the Customer by translating feedback into product and operational Improvements
• Lead initiatives that improve scalability, operational excellence, and customer experience

Success Looks Like

• Net Revenue Retention (NRR)
• Renewal performance
• Customer growth and expansion
• Forecast accuracy
• Customer engagement and adoption
• Churn reduction
• Customer health improvements
• Team productivity and development
• OKR achievement

Who You Are:

• 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

Preferred

• 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…