Top Customer Success & Experience Jobs

Manage a hybrid portfolio of named and scaled accounts to drive Net Revenue Retention. Lead onboarding, adoption, renewals, expansion, and churn mitigation through strategic plans and scaled lifecycle programs. Monitor customer health, coordinate escalations, forecast portfolio performance, and partner cross-functionally to deliver value, increase adoption, and grow revenue.

Leads and develops Customer Success Managers while owning retention, renewals, expansion, adoption, forecasting, customer health, and Net Revenue Retention. Manages escalations, improves lifecycle processes, presents performance insights to leadership, and partners cross-functionally with Sales, Product, Support, Marketing, Finance, and Operations to scale customer outcomes and operational excellence.

Lead strategic customer relationships to ensure adoption, value realization, retention, and expansion across Commerce's AI-driven commerce products. Act as a trusted advisor, collaborate with product, sales, and support to solve complex commerce challenges, and promote responsible use of AI to accelerate customer outcomes.

The Technical Customer Support Representative assists eCommerce merchants by providing technical support via phone, email, and chat, troubleshooting issues, and enhancing customer satisfaction through effective problem-solving and communication.

Manage a portfolio of post-onboarding customers to drive retention, NRR, adoption, and satisfaction. Build success plans, monitor health, lead renewals and expansions, deliver education and demos, coordinate cross-functional support, and maintain records in Salesforce to ensure measurable customer value.

Own and grow strategic existing BigCommerce/Feedonomics/Makeswift accounts by identifying upsell/cross-sell opportunities, driving renewals, coordinating internal teams and agencies, leading business reviews, maintaining account plans and CRM records to maximize retention and expansion.

Manage a portfolio of enterprise advertising channel clients, acting as primary contact and trusted advisor. Configure and optimize product feeds (XML, delimited, API), troubleshoot integrations, assess data quality, deliver performance reporting, run monthly strategic reviews, support renewals and growth with Sales, and collaborate with Product and Engineering to resolve technical issues and document processes.

Identify at-risk merchants, develop and execute renewal strategies, negotiate multi-year subscription renewals, close deals, pursue upsell/cross-sell opportunities, coordinate with Sales and Customer Success, gather merchant feedback, and communicate product issues to improve retention and platform usage.

Develop, maintain, and update Commerce product and developer training content; produce developer-focused videos; translate platform changes into learning materials; deliver customized virtual and in-person training; scope enterprise training needs; coordinate stakeholders and manage training logistics to support merchants, partners, and internal teams.