Senior Customer Success Manager

Sydney, Australia

Summary

BigCommerce is disrupting the eCommerce 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. Named "Best Place to Work", BC is looking for a Senior Customer Success Manager. As a Senior Customer Success Manager you will represent BigCommerce while advising our ecommerce merchants, provide industry leading advocacy, drive client revenue growth, and help our clients Sell More!

What You’ll Do:

• Maintain complete ownership over an assigned book of business of top-tier Enterprise customers ($7,500+ list MRR) with responsibility over key customer success metrics including NPS, account growth, forecasting and revenue retention
• Be the internal subject matter expert and drive adoption of partner and product solutions that provide value for your merchants through consultative selling techniques
• Advise merchants on best practices to help them improve time to first sale, search optimization, conversion, site speed, fraud management, business operations and other key impact areas
• Improve revenue retention rates for your book of business by building strong reference-able working relationships with your clients from entry level to C-level executives
• Become fluent in competitive positioning and be effective in differentiating BigCommerce and the BigCommerce partner ecosystem
• 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
• Collaborate with Product Management, Engineering, Client Services, and Marketing teams to ensure that newly released features are understood and continue to strengthen our value proposition
• Maintain a rigorous cadence of weekly, monthly, and quarterly meetings with merchants to maintain relationships and uncover opportunities to continue to provide improved solutions
• Conduct strategic business reviews with your clients to implement plans that drive their growth and achieve shared goals
• Serve as an experienced, trusted advisor for clients, partners and internal team members
• Assist with high-severity requests or issue escalations as needed, and manage the escalation through resolution
• 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
• Be the voice of the customer – sharing customer feedback, requests and requirements to internal stakeholders
• Serve as a coach and mentor to members on the Customer Success Team both by example and in a structured environment
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Who You Are:

• 3+ years of experience required in managing an enterprise portfolio or direct client consulting and selling within a fast paced environment
• Must have strong working knowledge/background of eCommerce and marketing ecosystem
• Excellent communication (written and verbal), persuasion, negotiation, presentation, and client relationship skills are critical
• 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 (i.e. blogging and videos)
• Excellent organization and time management skills and ability to manage sensitive client information and numerous details with ease
• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, ensuring team members and clients are positioned for success
• Familiarity with presenting individual and team based metrics to executive teams, including C-level
• Proficient in SalesForce, Microsoft Office Suite, and Google Apps
• Bachelor’s degree in business, marketing, computer science or related field or equivalent experience preferred

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