Scaled Customer Success Manager - Hybrid

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.
BigCommerce, named a "Best Place to Work" in several cities, is looking for a Scaled Customer Success Manager. As a Scaled Customer Success Manager, you will be responsible for managing both 1:1 engagements focused on high-impact objectives and many success programs designed to drive value and retention across targeted client groups. Your role will combine personalized strategies for high-priority clients with scalable initiatives to ensure broad customer success and continued product adoption.
Our Scaled team is growing, and we are looking for a CSM to join our team in our Austin office!
About the role
Please note this is a hybrid role and requires 3 days in office and 2 days working from home!
What You Will Do

• Be a trusted advisor, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques.
• Follow the Scaled practices and strategy for each client, based on data analysis, segmentation, and the client's needs.
• Identify, design, and achieve client's goals while advising 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 community of Enterprise Accounts.
• Engage 1:1 with targeted clients at key points in the customer journey to ensure adoption and growth.
• 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 clients 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.
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs and conduct strategic business reviews + roadmaps with your clients to implement plans that drive their growth and achieve shared goals.

Who You Are

• 2+ years of Scaled DTC + B2B Customer Success, account management, or consulting experience working with accounts of various sizes. BONUS: Experience working with a large portfolio of clients (+200)
• 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)
• Strong prioritization skills and a process-oriented mindset.
• Comfortable stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring team members and clients are positioned for success.
• ​​Strong customer-facing and presentation skills, with the ability to effectively engage and present to executives.
• Commitment to continuous improvement, with a proactive approach to contributing to the evolution of CS processes and practices.
• Proficient in Gainsight, Salesforce, Tableau, and Google Apps.
• Bachelor's degree in business, marketing, computer science or related field or equivalent experience preferred
• Demonstrate a positive attitude, empathy, and high energy, with a strong ability to take initiative, adapt to changing circumstances, and thrive in a dynamic environment

**Visa sponsorship for this role is currently not available.**
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Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate's location, relevant knowledge, skills, and qualifications.
Targeted salary range
$70,483 - $120,000 USD
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 .