Customer Success Renewal Specialist

Commerce•Austin, TX

25d•$61,635 - $104,236•Hybrid

About The Position

BigCommerce, part of the Commerce brand family, helps merchants increase sales at every stage of their growth. From small startups to mid-market businesses and large enterprises, we provide the leading e-commerce platform. Our customers can then concentrate on what's most important: growing their businesses. We enable our customers to build, innovate, and grow, collectively reshaping the e-commerce industry. Named a 2026 "Best Place to Work" in Austin, BigCommerce is seeking a Customer Success Renewal Specialist within our Customer Success Services (CSS) Team. As a Renewals Specialist, you will be a part of building a new team at BigCommerce that is responsible for identifying at-risk customers, negotiating renewal terms, and closing deals. The Renewals Specialist will report to the Renewals Manager and will also work closely with the Sales and Customer Success teams to ensure that our customers are getting the most out of our platform. You will deal directly with merchants to understand issues they are facing, how we can improve our products and services, and how we can retain their business.

Requirements

Minimum 2 years’ in renewal or sales role with a strong foundation in negotiation tactics preferred.
Experience in a customer-facing, service-oriented role is required
Exceptional written and verbal communication skills; excellent ability to diﬀuse difficult situations, create a clear path to resolution with owners and dates, and secure buy-in from internal and external stakeholders to deliver.
A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence.
An ability to remain calm, empathetic, patient, and professional in stressful situations.
Proficient with software applications like MS Oﬀice, Google Workspace, and Tableau; experience with Salesforce CRM and Zendesk preferred.
Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together.
Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.

Responsibilities

Identify at-risk customers and develop renewal strategies to prevent churn.
Maintain consistent customer engagement throughout the renewal sales cycle.
Utilize your exceptional knowledge of BC platform, services, and ecosystem to solve any outstanding merchant concerns and negotiate multi-year subscription renewals to retain their business.
Assist with closing renewal deals and ensuring that all renewals are on time and within budget.
Identify and close upsell/cross-sell deals during the renewal engagement; maintain opportunities for these transactions.
Gather information about merchant concerns and work with CSS leadership to develop meaningful retention and renewal strategies based on merchant feedback.
Analyze merchant behavior and communicate with Product and Business Development teams to improve product functionality and resolve issues.
Work closely and coordinate renewal activity with the Sales and Customer Success teams so that all internal teams are kept informed.
Assess merchant accounts for areas of opportunity through strategic partners and/or optimize platform usage for increased success.
Develop solutions for improving customer satisfaction and creating lifelong promoters of our brand.
Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization.