Customer Success Manager - Hybrid

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 BigCommerce, 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. Simply said, we 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, working together to shape the future of commerce, this is the place for you.

We are looking for a Scaled Customer Success Manager. This is a hybrid role in Sydney, Australia. As a Scaled Customer Success Manager,  you will represent Commerce while advising our eCommerce merchants, provide industry-leading advocacy, drive client revenue growth, and help our clients Sell More!

Please note this is a hybrid role in Sydney, Australia and requires 2 days in office and 3 days working from home.

What You'll Do:

• Be a trusted advisor, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques.

• Advise merchants on best practices to optimize their user experience, recommending apps, integrations, features, services, and partners that best align with their goals and objectives

• Responsible for driving revenue retention, upsells, and cross-sells within the pool of Enterprise Accounts

• Use consultative selling techniques to provide value to our merchants while recommending the appropriate solutions to take their business to the next level.

• Drive revenue for identified products, services, and solutions and improve retention rates through outbound cross-sell sales activities to merchants and strategic partners.

• Research and understand your client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes.

• Develop a thorough understanding of both BigCommerce (i.e. products, services, and value proposition) and of the key attributes of our most successful merchants

• Lead the resolution of key issues impacting customers and lean on leadership for support and guidance

• Develop and maintain accurate forecasts and effectively maintain detailed and accurate notes of all account-related activities to achieve goals and project KPIs. 

• Conduct strategic business reviews with your clients to implement plans that drive their growth and achieve shared goals.

Who You Are:

• 3+ years of experience required in managing an enterprise portfolio or direct client consulting and selling within a fast-paced environment.

• Must have strong working knowledge/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 best practices 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 senior leadership  teams

• Proficient in Salesforce, Microsoft Office Suite, and Google Apps.

• Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred

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At Commerce, 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 Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.