Manager, Customer Success Management

Commerce
Austin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 6-10 yearsSkills: ["Leadership","Coaching","Communication","Analytical","Cross-functional collaboration"]

Lead a high-performing Customer Success team to drive customer retention, adoption, expansion, and long-term value. Own net revenue retention (NRR) and key KPIs, including renewal forecasting and churn risk monitoring. Guide onboarding-to-expansion lifecycle strategies via success plans, improve engagement and health scoring, and lead executive escalations. Partner cross-functionally with Sales, Product, Support, Marketing, Operations, and leadership while using dashboards and analytics to recommend actions that improve outcomes and operational excellence.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Commerce
Commerce
1 day ago

Manager, Customer Success Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead a high-performing Customer Success team to drive customer retention, adoption, expansion, and long-term value. Own net revenue retention (NRR) and key KPIs, including renewal forecasting and churn risk monitoring. Guide onboarding-to-expansion lifecycle strategies via success plans, improve engagement and health scoring, and lead executive escalations. Partner cross-functionally with Sales, Product, Support, Marketing, Operations, and leadership while using dashboards and analytics to recommend actions that improve outcomes and operational excellence.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop Customer Success Managers across customer segments, creating a culture of accountability and continuous improvement.
  • •Own team performance against NRR and key business metrics, including forecasting renewals, churn risk, expansion opportunities, and portfolio health.
  • •Lead customer lifecycle strategies from onboarding through renewal and expansion, ensuring customers achieve measurable business value via Success Plans.
  • •Proactively manage customer and commercial risk, including executive-level escalations and complex renewal situations to reduce churn.
  • •Collaborate cross-functionally across Sales, Product, Support, Marketing, Operations, and leadership, translating feedback into product and operational improvements.

Key Requirements

  • •6–10 years of experience in Customer Success, Strategic Account Management, SaaS, ecommerce, consulting, or related customer-facing commercial roles.
  • •3+ years leading and developing Customer Success or customer-facing teams.
  • •Proven success improving NRR, renewals, customer retention, expansion, and adoption.
  • •Experience managing forecasting, business reviews, reporting, and operational performance.
  • •Strong understanding of Customer Success operating models, customer lifecycle management, segmentation, and health scoring.
Experience:6-10 yearsSaaSEcommerceSubscription-basedCustomer-facing commercialConsulting
Skills:LeadershipCoachingCommunicationAnalyticalCross-functional collaboration
Tech Stack:GainsightSalesforceTableauChatGPTClaudeNotebookLM

Company Brief

Commerce
Provides a SaaS e-commerce platform enabling retailers and brands to build, run, and scale online stores with customizable storefronts, integrations, and omnichannel selling tools.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Austin, United States
Founded: 2009
WebsiteLinkedIn