Associate Renewal Specialist

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.

Summary
Commerce is transforming the eCommerce industry as the SaaS leader for fast-growing, mid-market businesses. We empower merchants to build intuitive, scalable, and engaging online stores that fuel every stage of growth.

Named a Best Place to Work in Austin (2022), Commerce is seeking an Associate Customer Success Renewal Specialist within our Customer Success team.  In this role, you’ll play a critical part in protecting and growing recurring revenue by renewing enterprise customers, identifying at-risk accounts, negotiating terms, and uncovering upsell opportunities. You’ll work directly with merchants to resolve challenges, influence product improvements, and secure long-term customer loyalty.

• Proactively identify at-risk accounts and design renewal strategies to reduce churn.

• Lead end-to-end renewal cycles with consistent customer engagement.

• Negotiate multi-year subscription renewals by leveraging your deep knowledge of the BigCommerce platform, services, and ecosystem.

• Partner with Sales and Customer Success to close renewal deals on time and within budget.

• Drive upsell and cross-sell opportunities during renewal conversations to expand customer value and MRR.

• Capture merchant feedback and collaborate with leadership to shape impactful retention strategies.

• Provide insights on merchant behavior to Product and Business Development teams to improve functionality and resolve issues.

• Assess accounts for opportunities to optimize platform usage or leverage strategic partner solutions.

• Deliver a world-class customer experience that transforms merchants into brand advocates.

• Represent the CSS team with professionalism, collaboration, and solution-oriented thinking.
   

• 1+ years of experience in renewals or sales, with proven negotiation skills (preferred).

• Background in a customer-facing, service-oriented role required.

• Exceptional written and verbal communicator who can diffuse challenges and create clear paths to resolution.

• Highly organized and detail-oriented with the ability to juggle multiple accounts and deadlines.

• Calm, empathetic, and professional under pressure, with a customer-first mindset.

• Tech-savvy, with proficiency in MS Office, Google Workspace, and Tableau; Salesforce CRM and Gainsight experience preferred.

• Strong understanding of web, eCommerce, and hosting technologies.

• A strategic problem solver who thrives on building long-term customer success and loyalty.

We have the opportunity to build not only a great business but a great company, with soul.  Our beliefs and commitment to diversity and inclusion are a central part of achieving that. Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

Pay Transparency Range

(Total Target Cash Range $72,614 - 108,921)

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/

Commerce, 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.