Commerce

11 hours ago

Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own a hybrid portfolio of named and scaled accounts, driving Net Revenue Retention (NRR) through retention, renewal, churn mitigation, and expansion. Lead end-to-end customer lifecycle outcomes from onboarding and adoption to advocacy, using executive business reviews for named accounts and one-to-many digital programs (webinars, campaigns, automated engagement) for scaled cohorts. Partner cross-functionally to realize customer value, manage risk, and improve customer health, loyalty, and referenceable growth.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own a hybrid portfolio and achieve Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.
•Develop and execute strategic success plans for named accounts and scalable lifecycle programs for scaled cohorts aligned to customer goals and measurable outcomes.
•Drive customer value realization across onboarding, adoption, engagement, renewal, expansion, and advocacy using the right engagement motion per customer.
•Monitor customer health and engagement indicators to identify retention risk, and create mitigation, recovery, and retention plans for at-risk accounts/segments.
•Partner cross-functionally (Sales, Product, Marketing, Support, Operations, Leadership) as the Voice of the Customer and maintain disciplined account planning, CRM hygiene, and forecasting accuracy.

Key Requirements

•3–5 years of experience in Customer Success, Account Management, Customer Lifecycle Management, Customer Marketing, Customer Growth, or customer-facing commercial roles.
•Experience owning a portfolio/book of business with accountability for retention, renewals, growth, or revenue outcomes.
•Experience with both high-touch account management and scaled, one-to-many or digital customer engagement.
•Demonstrated ability to proactively manage risk, navigate escalations, and drive retention strategies.
•Strong understanding of customer lifecycle management, success planning, adoption strategies, and retention drivers.

Experience:3-5 yearsSaaSEcommerceRetailB2BCustomer engagement

Skills:CommunicationStakeholder managementRelationship-buildingAnalyticalNegotiationExecutionPrioritizationProblem-solving

Tech Stack:ChatGPTClaudeNotebookLMSalesforceGainsightCRMCustomer success platforms

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

Website LinkedIn

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Commerce

11 hours ago

Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own a hybrid portfolio and achieve Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.
•Develop and execute strategic success plans for named accounts and scalable lifecycle programs for scaled cohorts aligned to customer goals and measurable outcomes.
•Drive customer value realization across onboarding, adoption, engagement, renewal, expansion, and advocacy using the right engagement motion per customer.
•Monitor customer health and engagement indicators to identify retention risk, and create mitigation, recovery, and retention plans for at-risk accounts/segments.
•Partner cross-functionally (Sales, Product, Marketing, Support, Operations, Leadership) as the Voice of the Customer and maintain disciplined account planning, CRM hygiene, and forecasting accuracy.

Key Requirements

•3–5 years of experience in Customer Success, Account Management, Customer Lifecycle Management, Customer Marketing, Customer Growth, or customer-facing commercial roles.
•Experience owning a portfolio/book of business with accountability for retention, renewals, growth, or revenue outcomes.
•Experience with both high-touch account management and scaled, one-to-many or digital customer engagement.
•Demonstrated ability to proactively manage risk, navigate escalations, and drive retention strategies.
•Strong understanding of customer lifecycle management, success planning, adoption strategies, and retention drivers.

Experience:3-5 yearsSaaSEcommerceRetailB2BCustomer engagement

Skills:CommunicationStakeholder managementRelationship-buildingAnalyticalNegotiationExecutionPrioritizationProblem-solving

Tech Stack:ChatGPTClaudeNotebookLMSalesforceGainsightCRMCustomer success platforms

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

Website LinkedIn