Scaled Customer Success Manager - Hybrid

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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