Customer Success Manager

Who You Are: 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role. Experience managing a portfolio of customer accounts with accountability for customer outcomes including retention, renewals, adoption, growth, or revenue performance. Demonstrated ability to build trusted customer relationships, influence stakeholders, and communicate effectively across all levels, including executive audiences. Proven ability to identify risk, navigate escalations, and execute retention strategies to drive customer satisfaction and long-term value. Strong understanding of customer lifecycle management, success planning, account strategy, and value realization. Experience using customer insights, business metrics, and data analysis to inform decisions, prioritize actions, and improve outcomes. Ability to manage competing priorities, solve problems proactively, and execute with urgency in a fast-paced, evolving environment. Customer-first mindset with strong organizational skills, attention to detail, and a track record of following through on commitments. Demonstrated ability to uncover opportunities for customer expansion and commercial growth through strategic engagement and partnership. Exposure to Enterprise grade SaaS, ecommerce, or subscription-based environments. Strong negotiation skills for driving renewals, securing expansions and protecting account value. Comfortable learning new systems, adapting to change, and continuously improving ways of working. Preferred Experience Experience using Gainsight to manage customer engagement, health, and lifecycle activities. Proficiency with Salesforce and Tableau for customer management, reporting, and data-driven decision making. Experience operating in SaaS and technology-driven environments. Familiarity with AI-powered productivity and workflow tools such as ChatGPT, Claude, or NotebookLM. Understanding of ecommerce and adjacent industries, including digital commerce, retail, B2B, wholesale, manufacturing, and consumer goods. Experience working with customer data, reporting, analytics platforms, and deriving actionable insights from business metrics. What We’re Looking For Customer-first mindset with strong commercial acumen. Ownership mentality with accountability to revenue and retention outcomes. Ability to balance relationship management with business growth objectives. Strong execution, prioritization, and problem-solving capabilities. Skilled at influencing cross-functional teams and navigating complex customer environments. Proactive operator who anticipates risk, drives action, and delivers measurable customer and business outcomes. Pay Transparency Range: $71,645.00 - $121,164.00

Compensation Transparency The national base salary range for this role is posted above in this job post. Final

compensation will be determined based on factors such as relevant experience, skills,

qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable

compensation (such as

bonus or commission), equity, and

benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution. Inclusion and Belonging 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 are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs. Learn more about the Commerce team, culture and

benefits at https://www.commerce.com/careers/ Protect Yourself Against Hiring Scams: Our Corporate Disclaimer 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. The Commerce story is one of global growth, incredible talent, and unstoppable passion in all we do. Despite our huge success so far, we’re still just getting started! Explore our history, mission and values. You’ll see we’re set on shaping the now - and the future - of ecommerce. Don’'t Miss Out! Like what you see but suffering from some serious FOMO? Join our Commerce Talent Community, and plug in to our latest news and career opportunities. We’re a group of clever, committed, curious people, unleashing talent in all we do. We believe in the power of togetherness, striving at the edge of what’s possible, impacting the lives of billions of people for the better. In all we do, We Do Extraordinary–and that’s no small feat! Our people are our power. It’s only through dedication, collaboration, and inspiration that we can Do Extraordinary. We’re natural problem-solvers, champions of empowering businesses, and hungry learners… but we also play nerf wars in the office, support each other, and hang out outside of work.

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