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Customer Success Manager - Remote

BigCommerce, Inc.
Full-time
On-site
US - Remote United States of America
$71,200 - $120,400 USD yearly
Customer Service

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.

About Feedonomics

Ever wonder how products appear on Amazon or how Google knows what’s in stock nearby? That’s Feedonomics behind the scenes. As a BigCommerce brand, Feedonomics is a leading product feed management platform that helps brands, retailers, and agencies list and optimize products across top ecommerce channels worldwide. We manage everything from onboarding to ongoing feed optimization, enabling our clients to scale faster with less effort. Since 2014, Feedonomics has earned a strong reputation for our full-service model, people-first culture, and powerful technology—all rooted in a commitment to excellence.

What You'll Do:

  • Maintain complete ownership over an assigned book of business of Feedonomics customers with responsibility over key customer success metrics including Net Revenue Retention and NPS
  • Build deep, lasting relationships, establish yourself as a trusted advisor and drive adoption of our products and services that align with your customer’s goals
  • Recommend advertising and marketing channels to ensure that your customers are maximizing outcomes with fully optimized product data across their partner ecosystem
  • Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market
  • Become an expert in understanding the Feedonomics value proposition and ensure the customer understands and realizes the value
  • Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
  • Collaborate with Feedonomics marketing team by collaborating on content for Customer Success to ensure growth attainment and increased footprint.
  • Acquire testimonials, case studies, and logos from satisfied customers, ensuring that all assigned accounts are engaged in accordance with our established requirements
  • Maintain a steady cadence of meetings with your customers to build relationships and uncover opportunities and risk
  • Support contract management and billing needs of the customer
  • Learn Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal Zoho ticketing system

  • Who You Are:

  • 2-3 years direct experience in sales; customer experience; customer success; retention; Success; SDR and/or account management;
  • 2 years eCommerce experience - preferred Excellent problem-solving, organizational, analytical skills, curiosity, and out of the box thinking
  • Exceptional skills interacting with customers on a variety of topics including business and product strategy/design, technical guidance and long-term product roadmap Ability to create informational marketing content for customers
  • Analytical mind who can convert metrics into action items
  • Bachelors Degree - preferred but not required

  • #LI-LP1 #LI-REMOTE

    (Pay Transparency Range: $71,200 - $120,400) 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. The BigCommerce 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 BigNetwork 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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