Principal Customer Success Manager

Commerce hires a Principal Customer Success Manager – Enterprise to own strategic enterprise accounts across its multi-product ecommerce platform. The role drives customer adoption, retention, renewals, expansion, and advocacy through success planning, executive engagement, commercial leadership, and cross-functional collaboration.

Responsibilities:

• Own strategic enterprise accounts, with accountability for renewals, net revenue retention, expansion, and referenceability
• Develop and execute success plans with clear goals, KPIs, and measurable ROI
• Drive adoption and engagement across multiple product lines and platform functionality
• Lead executive business and roadmap reviews, tracking progress against success plans and ensuring customer objectives are achieved
• Identify and mitigate churn risk proactively to support high retention and renewal success
• Manage escalations and critical issues, resolving challenges quickly to maintain customer trust and satisfaction
• Lead commercial conversations, including contractual and commercial negotiations and management of commercial terms at all stages of the customer lifecycle
• Forecast accurately on renewals, churn risks, and potential upsell and cross-sell opportunities, and report to leadership
• Partner with Sales and Account Management to identify expansion and upsell opportunities aligned with strategic growth objectives
• Build customer champions, advocacy programs, and referenceable accounts for case studies and marketing initiatives
• Serve as the voice of the customer, influencing product roadmap, platform functionality, and go-to-market strategy
• Collaborate with Product, Sales, Account Management, and other cross-functional teams to scale processes, drive retention, and maximize growth
• Mentor and share best practices with other Customer Success Managers to elevate enterprise success standards
• Apply a data-driven approach to success planning, risk mitigation, and identification of expansion opportunities
• Maintain accurate account documentation, usage insights, and engagement history to inform strategy and cross-functional teams
• Meet assigned OKRs and KPIs established to align with organizational goals

Requirements:

• 8+ years of experience in Enterprise Customer Success, Account Management, or SaaS roles
• Proven track record driving adoption, retention, renewals, and expansion in complex, high-growth accounts
• Strong executive presence with the ability to influence senior and C-level stakeholders and navigate complex organizations
• Data-driven and metrics-focused, with experience in success planning, documentation, and escalation management
• Commercial mindset with a focus on Net Revenue Retention (NRR) and churn reduction, and the ability to proactively manage customer health
• Comfort with contractual and commercial negotiation, including leading commercial conversations and managing commercial terms
• Exceptional interpersonal, influencing, and communication skills, including confidence leading strategic business reviews
• Ability to forecast renewals, churn risk, and upsell/cross-sell opportunities accurately
• Deep, hands-on knowledge of the company's products and services, enabling clear guidance and strategic consultation at all levels
• Bias for action and results orientation, with the ability to manage competing priorities
• Highly organized and systems-oriented, with strong decision-making skills