Principal Customer Success Manager

## Principal Customer Success Manager Apply:
Remote:
Austin, TX:
Atlanta, GA:
United States - Remote:
Full time:
Posted Today:
JR102883#
** Welcome to the Agentic Commerce Era**## At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of Big Commerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market.

We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

The
** Principal Customer Success Manager – Enterprise
** owns a portfolio of high-growth and strategic enterprise accounts and is accountable for adoption, retention, renewal, expansion, and customer advocacy across a multi-product ecommerce platform. As a senior individual contributor, this role partners with executive stakeholders to define success goals, manage escalations, and deliver measurable business outcomes, while developing customers into long-term champions and reference-able advocates.

*
* What You’ll Do:

***** Account Ownership & Success Planning***
* ** Own strategic enterprise accounts,
** with accountability for renewals, net revenue retention, expansion, and referenceability.
* ** Develop and execute success plans
** with clear goals, KPIs, and measurable ROI.
* ** Drive adoption and engagement
** across multiple product lines and platform functionality.
* ** Lead executive business and roadmap reviews,
** tracking progress against success plans and ensuring customer objectives are achieved.
*** Retention, Risk & Escalation Management***
* ** Identify and mitigate churn risk
** proactively to support high retention and renewal success.
* ** Manage escalations and critical issues,
** resolving challenges quickly to maintain customer trust and satisfaction.
* ** Lead commercial conversations,
** including contractual and commercial negotiations and management of commercial terms at all stages of the customer lifecycle.
* ** Forecast accurately
** on renewals, churn risks, and potential upsell and cross-sell opportunities, and report to leadership.
*** Growth & Advocacy***
* ** Partner with Sales and Account Management
** to identify expansion and upsell opportunities aligned with strategic growth objectives.
* ** Build customer champions,
** advocacy programs, and referenceable accounts for case studies and marketing initiatives.
*** Cross-Functional Collaboration & Leadership***
* ** Serve as the voice of the customer,
** influencing product roadmap, platform functionality, and go-to-market strategy.
* ** Collaborate with Product, Sales, Account Management,
** and other cross-functional teams to scale processes, drive retention, and maximize growth.
* ** Mentor and share best practices
** with other Customer Success Managers to elevate enterprise success standards.
*** Data, Documentation & Performance***
* ** Apply a data-driven approach
** to success planning, risk mitigation, and identification of expansion opportunities.
* ** Maintain accurate account documentation,
** usage insights, and engagement history to inform strategy and cross-functional teams.
* ** Meet assigned OKRs and KPIs
** established to align…