Customer Success Manager

Commerce • Atlanta, GA

1d • $71,645 - $121,164 • Remote

About The Position

Commerce is seeking a commercially minded, proactive Customer Success Manager to own and grow a portfolio of named customer relationships, with direct accountability for Net Revenue Retention (NRR) as the primary performance metric and core OKR. The role drives customer outcomes throughout the lifecycle, from onboarding and adoption through retention, renewal, expansion, and advocacy. It balances customer value delivery with commercial accountability by managing engagement, mitigating risk, leading escalations, influencing adoption, identifying growth opportunities, and reducing churn to maximize long-term customer value.

The CSM develops strategic success plans, drives customer value realization and product adoption, identifies expansion opportunities with Sales, and leads renewal planning. The role builds executive and operational relationships, oversees customer health and risk, owns escalations and recovery plans, and partners with Sales, Product, Support, Operations, and Leadership to deliver a seamless customer experience. It also calls for disciplined account planning, CRM hygiene, accurate forecasting, and data-driven decision-making.

Requirements

• 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role.
• Experience managing a portfolio of customer accounts with accountability for outcomes such as retention, renewals, adoption, growth, or revenue performance.
• Ability to build trusted customer relationships, influence stakeholders, and communicate effectively at all levels, including with executive audiences.
• Ability to identify risk, navigate escalations, and execute retention strategies to drive customer satisfaction and long-term value.
• Strong understanding of customer lifecycle management, success planning, account strategy, and value realization.
• Experience using customer insights, business metrics, and data analysis to inform decisions, prioritize actions, and improve outcomes.
• Ability to manage competing priorities, solve problems proactively, and execute with urgency in a fast-paced, evolving environment.
• Customer-first mindset, strong organizational skills, attention to detail, and a track record of following through on commitments.
• Ability to uncover customer expansion and commercial growth opportunities through strategic engagement and partnership.
• Exposure to enterprise-grade SaaS, ecommerce, or subscription-based environments.
• Strong negotiation skills for driving renewals, securing expansions, and protecting account value.
• Comfort learning new systems, adapting to change, and continuously improving ways of working.

Nice To Haves

• Experience using Gainsight to manage customer engagement, health, and lifecycle activities.
• Proficiency with Salesforce and Tableau for customer management, reporting, and data-driven decision-making.
• Experience operating in SaaS and technology-driven environments.
• Familiarity with AI-powered productivity and workflow tools such as ChatGPT, Claude, or NotebookLM.
• Understanding of ecommerce and adjacent industries, including digital commerce, retail, B2B, wholesale, manufacturing, and consumer goods.
• Experience working with customer data, reporting, and analytics platforms, and deriving actionable insights from business metrics.

Responsibilities

• Own a portfolio of customer accounts and achieve Net Revenue Retention targets through retention, expansion, renewal performance, and churn mitigation.
• Develop and execute strategic success plans aligned with customer business goals, measurable outcomes, and growth opportunities.
• Drive customer value realization, retention, product adoption, and long-term customer value.
• Identify expansion opportunities and partner with Sales on upsell, cross-sell, and account growth initiatives.
• Lead proactive renewal planning and commercial engagement to maximize renewals and reduce revenue attrition.
• Forecast portfolio performance and identify revenue opportunities and risks.
• Manage the end-to-end customer lifecycle, including onboarding, adoption, engagement, renewal, and expansion.
• Lead business reviews, success checkpoints, and strategic planning sessions with executive and operational stakeholders.
• Increase customer adoption and utilization through targeted initiatives tied to measurable business outcomes.
• Build trusted relationships that strengthen loyalty, advocacy, and referenceable customer participation.
• Use engagement insights and customer feedback to improve customer outcomes and account health.
• Identify customer and commercial risks using health indicators, engagement trends, adoption signals, business changes, and renewal indicators; develop and execute mitigation plans.
• Own customer escalations end-to-end, coordinating stakeholders, communicating clearly, and restoring customer confidence.
• Serve as the central point of accountability for critical customer situations, ensuring timely resolution and executive visibility when needed.
• Develop and execute recovery and retention plans for at-risk accounts.
• Maintain portfolio risk forecasts and escalation visibility to proactively manage churn exposure and expansion readiness.
• Monitor customer health scores, usage data, and account indicators to drive proactive intervention and improve retention.
• Partner with Sales, Product, Support, Operations, and Leadership to deliver a seamless, value-driven customer experience.
• Represent the Voice of the Customer by translating customer insights into actionable recommendations.
• Maintain disciplined account planning, CRM hygiene, forecasting accuracy, and data-driven decision-making.
• Operate effectively amid evolving priorities while maintaining focus on business outcomes.

Benefits

• Role may be eligible for variable compensation, such as bonus or commission, and equity, in accordance with local policies.
• Benefits are offered in accordance with local policies; details will be shared during the hiring process.
• Optional collaborative workspaces for team gatherings, workshops, and in-person connection are available to team members in Austin, Atlanta, and London.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed