Global Account Manager

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 highly motivated and experienced Account Manager to develop and manage strategic relationships with key clients. In this role, you will own both Feedonomics and BigCommerce platforms, spanning B2C and B2B segments. Your primary focus will be on driving expansion and renewals within existing accounts while serving as the key point of contact to strengthen client relationships and deliver exceptional results.

• Strategic Growth:

  • Develop and execute a systematic plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities for the suite of BigCommerce Inc. products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift, and Recurring Professional Services

  • Create a detailed territory plan, outlining strategies, target accounts, and actions needed to exceed revenue goals

  • Construct and maintain account plans for top clients, identifying growth opportunities and potential challenges while providing a clear roadmap for expansion
     

• Client Engagement & Retention:

  • Serve as the primary point of contact for client inquiries, business requirements, and escalations, ensuring proactive and responsive communication

  • Lead regular business reviews, presenting insights on usage, performance, and ROI, while identifying additional growth opportunities

  • Collaborate with internal teams (sales, product, support) and external agency partners to ensure seamless delivery of initiatives that meet customer expectations
     

• Revenue Management:

  • Develop tailored proposals, contracts, and presentations to communicate the value of BigCommerce Inc. offerings effectively

  • Manage key account metrics, track engagement, and identify at-risk accounts, ensuring proactive account management and consistent reporting to stakeholders

  • Drive renewals and achieve expansion goals, focusing on high-impact activities that align with client objectives
     

• Operational Excellence:

  • Handle client inquiries and escalations with a solutions-focused approach, ensuring high customer satisfaction

  • Maintain accurate records of client interactions, proposals, and account details in CRM systems, ensuring data accessibility and transparency

• Minimum of 3+ years managing complex B2B and/or B2C SaaS accounts with a proven track record of achieving retention and expansion goals in a subscription-based model

• Demonstrated ability to identify and capitalize on expansion opportunities within existing accounts while consistently exceeding renewal targets

• Proven success in managing global accounts and multi-regional teams, effectively navigating cultural differences, time zones, and language barriers

• Exceptional interpersonal and communication skills to build trust and foster long-term client relationships.

• Strong strategic and data-driven mindset; experienced with CRM and customer success tools like Salesforce or Gainsight.

• Ability to analyze customer usage data, track KPIs, and present data-driven insights to demonstrate ROI and identify growth opportunities.

• Adept at negotiating and aligning customer goals with company objectives while collaborating effectively with internal teams and agency partners.

• Comprehensive understanding of SaaS metrics, customer lifecycle management, and the ability to manage expectations across diverse stakeholders.

• Experience acting as the ‘Quarterback’ for customer accounts, aligning internal and external efforts to achieve impactful results.

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(Pay Transparency Range: $127,000-$215,000)

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

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 are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

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