Scaled Customer Success Manager, BigCommerce
$70.5-120k
More information about location
3 days a week in office
Open SaaS ecommerce platform
Be an early applicant
Open SaaS ecommerce platform
1001+ employees
Be an early applicant
$70.5-120k
More information about location
3 days a week in office
1001+ employees
Company mission
To help merchants sell more at every stage of business growth, from small startups, to mid-market businesses, to large enterprises.
Role
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
What the job involves
- Our Scaled team is growing, and we are looking for a CSM to join our team in our Austin office!
- 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
- 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
Our take
SaaS eCommerce platform BigCommerce is taking full advantage of the recent shift towards online shopping with its software that helps businesses of all sizes build and run eCommerce sites. Aside from providing a template for stores with functions including shipping and payment tracking, it also provides tools to cross-sell on other markets such as Amazon.
BigCommerce competes in this space with Shopify, another major eCommerce provider. While both companies have their adherents, BigCommerce's competitive advantage is in the sheer range of built-in features provided to its customers and the transparency of its pricing structure. While it can be more complicated to learn its flexibility is prized by the customers who have mastered its features. These include major brands such as Ted Baker, Skullcandy and Burrow to name just a few.
BigCommerce went public in 2020 with a valuation of almost $7 billion. Since then it has expanded aggressively into Europe and the Latin American market, including closing partnerships which enable BigCommerce vendors to sell on Mercado Libre. It is currently focusing on developing its enterprise offering as part of a shift towards profitability rather than continued market expansion as it seeks to navigate through the tricky economic situation for global eCommerce retailers in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2018
$64m
SERIES F
May 2016
$30m
SERIES E
Total funding: $219.2m
Company values
- Customers First: Our company exists to help merchants sell more. We make every decision and measure every outcome based on how well it serves our customers
- Think Big: Being the world's leading commerce platform requires unrivaled vision, innovation and execution. We never settle. We challenge our ideas of what’s possible to better meet the needs of our customers
- Make a Difference Every Day: We constantly push ourselves to be our best. We focus on solutions and arrive every day inspired to make an impact through our talents, passion and hard work
- Team on a Mission: BigCommerce is made up of amazing individuals, but it’s only through teamwork that we achieve greatness. We’re committed to helping our customers by working together with equal parts humility and ambition
- Act with Integrity: We’re honest, transparent and committed to doing what’s best for our customers and our company. We openly collaborate in pursuit of the truth. We have no tolerance for politics, hidden agendas or passive-aggressive behavior
Company HQ
Four Points Centre, Austin, TX
Articles
Leadership
Brent Bellm
(CEO, not founder)Before taking the role of CEO at BigCommerce in 2015, they were the COO at HomeAway and VP Global Product for PayPal.
Salary benchmarks
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Diversity, Equity & Inclusion at BigCommerce
- We foster a culture that encourages the inclusion of every employee by celebrating our individuality and our common values that bring us together. We strive to create an environment in which all employees can bring their whole, best, authentic selves to work and for everyone to feel a sense of acceptance and encouragement to come as they are
- Our differences make us unique and create the diversity we value. We commit to creating an environment where each of us is treated with response and dignity and the expression of each individual's perspective, thoughts and ideas is encouraged
- Greatness is inherent in all people, no matter their demographic background or personal experiences. We will take action to ensure that every individual has an equal opportunity to grow and achieve their maximum potential
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