Customer Success Manager

Commerce

Customer Success Manager managing named and scaled customer accounts to drive revenue retention and growth. Focusing on customer engagement, value realization, and operational excellence in AI-driven commerce.

Posted 6/27/2026full-timeSydney • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $71,645 - $121,164 per yearWebsite

About the role

Key responsibilities & impact

Own a hybrid portfolio of named and scaled accounts with direct accountability for achieving Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.
Develop and execute strategic success plans for named accounts, and develop and operationalize scalable lifecycle programs for scaled cohorts, both aligned to customer business goals and measurable outcomes.
Drive customer value realization to increase retention, deepen product adoption, accelerate time to value, and maximize long-term customer value across both motions.
Identify expansion opportunities and growth signals through usage, engagement, and account insights, and partner with Sales to influence upsell, cross-sell, and account growth.
Lead proactive renewal planning for named accounts and renewal-readiness initiatives across targeted scaled segments to reduce revenue attrition.

Requirements

What you’ll need

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 or book of business with accountability to 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
Excellent communication, stakeholder management, executive presence, and relationship-building skills
Analytical and data-driven mindset with the ability to translate customer insights into action.

Benefits

Comp & perks

Inclusion and Belonging programs
Health insurance
Professional development opportunities
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementCustomer Lifecycle ManagementCustomer MarketingCustomer GrowthRetention StrategiesRenewal PlanningData AnalysisUpsellCross-sell

Soft Skills

CommunicationStakeholder ManagementExecutive PresenceRelationship BuildingAnalytical MindsetProactive Risk ManagementEscalation NavigationStrategic PlanningCustomer Insights TranslationEngagement