Scaled Customer Success Manager, BigCommerce

$70.5-120k

Tableau

Salesforce

Gainsight

Junior and Mid level

Austin

More information about location

3 days a week in office

Open SaaS ecommerce platform

Job no longer available

Open SaaS ecommerce platform

501-1000 employees

B2BProductivitySharing EconomySaaSeCommerceSales

Job no longer available

$70.5-120k

Tableau

Salesforce

Gainsight

Junior and Mid level

Austin

More information about location

3 days a week in office

501-1000 employees

B2BProductivitySharing EconomySaaSeCommerceSales

Company mission

To makes it easy for brands and B2B sellers to scale, adapt, and connect to the tools that solve their unique business challenges — without being locked into rigid systems.

Job

Company

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. Most recently, it partnered with PayPal to launch an integrated payment solution for US merchants, alongside new AI-driven shopping tools that connect stores to platforms such as Microsoft Copilot and Meta. The partnership highlights BigCommerce's continued focus on strengthening merchant services and expanding its role within the evolving eCommerce space.