Senior Global Account Manager

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been  recognized numerous times  for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

Senior Account Manager
 

We are seeking a highly motivated and experienced Senior Account Manager to develop and manage strategic relationships with key clients. In this role, you will own both Feedonomics and BigCommerce platforms, spanning B2C and B2B segments. Your primary focus will be on driving expansion and renewals within existing accounts while serving as the key point of contact to strengthen client relationships and deliver exceptional results.

Key Responsibilities

• Strategic Growth:

  • Develop and execute a systematic plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities for the suite of BigCommerce Inc. products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift, and Recurring Professional Services.
  • Create a detailed territory plan, outlining strategies, target accounts, and actions needed to exceed revenue goals.
  • Construct and maintain account plans for top clients, identifying growth opportunities and potential challenges while providing a clear roadmap for expansion.
     

• Client Engagement & Retention:

  • Serve as the primary point of contact for client inquiries, business requirements, and escalations, ensuring proactive and responsive communication.
  • Lead regular business reviews, presenting insights on usage, performance, and ROI, while identifying additional growth opportunities.
  • Collaborate with internal teams (sales, product, support) and external agency partners to ensure seamless delivery of initiatives that meet customer expectations.
     

• Revenue Management:

  • Develop tailored proposals, contracts, and presentations to communicate the value of BigCommerce Inc. offerings effectively.
  • Manage key account metrics, track engagement, and identify at-risk accounts, ensuring proactive account management and consistent reporting to stakeholders.
  • Drive renewals and achieve expansion goals, focusing on high-impact activities that align with client objectives.
     

• Operational Excellence:

  • Handle client inquiries and escalations with a solutions-focused approach, ensuring high customer satisfaction.
  • Maintain accurate records of client interactions, proposals, and account details in CRM systems, ensuring data accessibility and transparency.
     

Note: This role does not include prospecting for new accounts or managing the sales process for new clients.
 

Qualifications

• Experience:

  • Minimum of 7+ years managing complex B2B and/or B2C SaaS accounts with a proven track record of achieving retention and expansion goals in a subscription-based model.
  • Demonstrated ability to identify and capitalize on expansion opportunities within existing accounts while consistently exceeding renewal targets.
  • Proven success in managing global accounts and multi-regional teams, effectively navigating cultural differences, time zones, and language barriers.

• Skills:

  • Exceptional interpersonal and communication skills to build trust and foster long-term client relationships.
  • Strong strategic and data-driven mindset; experienced with CRM and customer success tools like Salesforce or Gainsight.
  • Ability to analyze customer usage data, track KPIs, and present data-driven insights to demonstrate ROI and identify growth opportunities.
  • Adept at negotiating and aligning customer goals with company objectives while collaborating effectively with internal teams and agency partners.

• Knowledge:

  • Comprehensive understanding of SaaS metrics, customer lifecycle management, and the ability to manage expectations across diverse stakeholders.
  • Experience acting as the ‘Quarterback’ for customer accounts, aligning internal and external efforts to achieve impactful results.
     

Who You Are

You are a highly driven individual with a passion for strategic account management, exceptional communication skills, and a strong ability to drive growth. You thrive in a collaborative, fast-paced environment and are adept at balancing customer satisfaction with business objectives.

Join us to shape the future of global e-commerce with Feedonomics and BigCommerce Inc!

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Diversity, Equity, and Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, 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 BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at  https://careers.bigcommerce.com .

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 

BigCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce 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 BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.