At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.
At Commerce, we are looking for a Scaled Associate Customer Success Manager to join our dynamic "Community" team based in London, UK. In this role, you will operate as a trusted commercial advisor for a shared portfolio of over 250 diverse accounts. You will balance high-volume inbox management with proactive, client-facing commercial conversations. This is not just an administrative role; you will be empowered to handle pricing discussions, manage objections, and directly drive our shared Net Revenue Retention (NRR) target.
Please note this is a hybrid role that requires 3 days in our London office.
What You Will Do
Manage a shared "Community" book of business (~250 accounts), collaborating closely with your teammates to achieve a collective Net Revenue Retention (NRR) goal.
Balance your day effectively, spending approximately 60% of your time executing scaled email communications and 40% leading client-facing commercial calls.
Confidently handle end-to-end commercial conversations independently, including pitching pricing, overcoming objections, and signing renewals.
Be a trusted advisor in, and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques.
Maintain a regular cadence of monthly and quarterly meetings with merchants to maintain relationships and uncover opportunities to continue to provide improved solutions.
Navigate complex billing queries and direct technical issues to the appropriate internal teams (Product Support, Professional Services, etc.).
Research and understand your client’s industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes.
Become fluent in competitive positioning and be effective in differentiating Commerce and the Commerce partner ecosystem.
Work with cross-functional teams across Sales, Client Success, SBD, and Marketing to deliver the best experience for your clients and to raise key metrics, like company NPS.
Leverage a premium suite of AI tools (including Gainsight Copilot, ChatGPT, and Rovo) to optimize your workflow and deliver fast, scaled solutions to clients.
Demonstrate high autonomy and excellent time management in a results-based, empowering environment.
Who You Are
1+ years of experience in Customer Success, Account Management, or Sales (SDR/BDR backgrounds looking to transition into CS are highly encouraged).
A team player who thrives in a shared-goal environment rather than an individual-quota silo.
Excellent communication (written and verbal), persuasion, negotiation, and presentation skills are critical.
Excellent organization and time management skills with the ability to manage numerous details and a high volume of accounts with ease.
Highly resourceful and proactive; you have the critical thinking skills to find answers independently when navigating new tools or processes.
Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, and ensuring team members and clients are positioned for success.
Proficient in SalesForce, Microsoft Office Suite, and AI Tools.
Familiar with foundational online marketing principles and best practices in the following areas: SEO, Paid Search, Affiliate, Display Advertising, Conversion Tools, Email Marketing, Social Media, and content.
Bachelor’s degree in business, marketing, computer science or related field, or equivalent experience preferred.
Professional proficiency in an additional European language (such as Spanish, Portuguese, or French) is highly desirable.
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 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 Commerce, please let us know during any of your interactions with our recruiting team.
Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/
Protect Yourself Against Hiring Scams: Our Corporate DisclaimerCommerce, 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.
