Associate Customer Success Manager

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.

At Commerce, we are looking for a Scaled Associate Customer Success Manager based in London, UK. In this role, you will operate as a trusted advisor and strategic partner for a diverse portfolio of Enterprise accounts, driving product adoption through consultative expertise and data-driven insights. By leveraging your deep knowledge of the eCommerce ecosystem to align our solutions with your clients' unique goals, you will ensure high revenue retention, champion merchant growth, and help our clients achieve their key strategic outcomes!

Please note this is a hybrid role that requires 3 days in our London office.

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 optimise 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. Experience working with a large portfolio of clients (100+) is highly desirable.

• Must have strong working knowledge/background of the 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 prioritisation 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 & AI Tools

• 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

• Bachelor’s degree in business, marketing, computer science or related field or equivalent professional experience preferred

• Professional proficiency in an additional European language (such as Spanish, Portuguese, or French) is highly desirable.

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.