Digital Customer Success & Gainsight Operations Specialist - Hybrid

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.

We are seeking a self-driven and detail-oriented Digital Customer Success & Gainsight Operations Specialist to join our Customer Success team in Austin, TX. This unique individual contributor role blends digital program strategy with hands-on Gainsight administration to deliver proactive, scalable customer engagement across our growing portfolio. As a key partner to the VP of Customer Success, you’ll help drive customer outcomes through digital-first approaches while owning the systems and automation that power our success motion.

Please note this is a hybrid role and requires 2 days in office and 3 days working from home!

What You'll Do:

Key Responsibilities

• Digital Customer Success (50%)

  • Lead the design and execution of digital-first engagement strategies across the entire customer lifecycle—including onboarding, adoption, growth, and advocacy—tailored to customer segments and behaviors.

  • Own critical parts of the end-to-end customer journey, embedding Customer Success best practices to deliver scalable, repeatable experiences for Commerce customers and partners.

  • Collaborate closely with Customer Marketing to align on digital engagement strategies, co-develop lifecycle campaigns, and execute programs that drive education, retention, and advocacy at scale.

  • Proactively monitor customer health, product usage, and engagement data to identify risk and drive targeted, high-impact interventions.

  • Expand and operationalize digital touch strategies that promote healthy adoption, retention, and expansion, using scalable programs like campaigns, in-app guides, and webinars.

  • Partner with Product, Support, and Marketing teams to ensure cohesive, value-driven experiences across all digital customer touch points.

• Gainsight Administration (50%)

  • Partner with Customer Success leadership to design and execute proactive campaigns that accelerate product adoption, deepen value realization, and strengthen customer retention.

  • Administer, enhance and optimize Gainsight as the core platform enabling Digital Success—configuring CTAs, Playbooks, Scorecards, Rules Engine, Journey Orchestrator, and Surveys to support customer lifecycle programs.

  • Design and maintain automated workflows and health models to identify at-risk accounts, surface expansion opportunities, and power digital engagement strategies.

  • Integrate and maintain high-quality data from platforms like Salesforce, Snowflake, and product analytics tools to ensure reliable customer insights and segmentation.

  • Build reports and dashboards that deliver actionable insights to Customer Success leadership and cross-functional teams.

  • Serve as the Gainsight expert and coach—enabling CS team members to maximize platform capabilities through training and best practice sharing.

  • Collaborate cross-functionally to continuously evolve our Customer Success systems, processes, and tech stack in support of a scalable, digital-first customer experience.

Who You Are:

• 2+ years in Customer Success, Digital Success, Revenue Operations, or a similar SaaS customer-facing role.

• 1–2 years of experience as a Gainsight administrator (Gainsight Admin Certification preferred).

• Strong familiarity with Gainsight, particularly in an administrative capacity, is a must-have for this position.

• Experience supporting scaled customer success in a high-growth SaaS environment.

• Hands-on experience with Salesforce and a solid understanding of system integrations and data flows.

• Familiarity with CS metrics like NPS, CSAT, GRR, and NRR.

• Proven ability to build and scale digital success programs using customer engagement tools (e.g., Gainsight, Tableau, Snowflake, Pendo, Salesforce).

• Strong analytical mindset with comfort in interpreting product usage, health score, and churn/renewal data.

• Experience working cross-functionally with CS, Product, Marketing, and RevOps teams.

• Excellent written and verbal communication skills with a customer-first attitude.

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(Pay Transparency Range: $85,000 - $100,000)

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/

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Be advised:
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