Scaled Customer Success Manager - Hybrid

As a Scaled Customer Success Manager at BigCommerce, your primary responsibilities will include developing personalized strategies for high-priority clients, driving product adoption, and overseeing various success initiatives aimed at enhancing customer retention. You'll engage in consultative selling, provide tailored advice based on clients' needs, and maintain detailed notes on account-related activities to achieve organizational goals while utilizing tools like Salesforce and Gainsight.

To qualify for the Scaled Customer Success Manager role at BigCommerce, candidates should possess a bachelor’s degree in business, marketing, computer science, or a related field, along with at least 2+ years of experience in either Scaled DTC or B2B Customer Success. Familiarity with eCommerce principles, excellent communication skills, and a proactive, solution-oriented mindset are also essential to succeed in this role.

Successful candidates for the Scaled Customer Success Manager position at BigCommerce should have strong communication and relationship-building skills, a deep understanding of the eCommerce and marketing landscape, proficiency with tools like Tableau and Google Apps, and a commitment to continuous personal and professional growth. Ability to adapt to changing priorities and drive customer engagement will also be crucial.

At BigCommerce, we place a strong emphasis on career development and employee growth. As a Scaled Customer Success Manager, you will have access to various training programs, mentoring opportunities, and a supportive environment that encourages continuous improvement. There is a clear path for advancement within our structure, allowing you to aim for leadership positions as you gain experience.

The Scaled Customer Success Manager position at BigCommerce is a hybrid role, which requires working in the office three days a week and having the flexibility to work from home two days a week. This arrangement allows you to enjoy the collaborative benefits of in-person teamwork while also providing the convenience of remote work.

In interviewing for the Scaled Customer Success Manager role, focus on strategies such as developing customized success plans based on client data, utilizing technology to manage and communicate effectively with clients, and conducting regular check-ins to gather feedback and maximize adoption. Demonstrating a proactive approach to account management and a deep understanding of the customers’ goals will set you apart.

When discussing your experience with consultative selling in the interview, share specific examples of how you took the time to understand clients' unique needs, offered tailored solutions, and successfully closed deals by demonstrating the value of those solutions. Highlight how this approach helped build long-term relationships and drove customer success.

In your answer, emphasize utilizing a systematic approach to prioritize accounts based on factors like revenue potential, client needs, and urgency of their requests. Mention specific tools you’ve used to track and manage account activities, and give examples of how you’ve balanced delivering high-quality service to multiple clients efficiently.

When tackling this question, share your methods for quick resolution, such as immediately identifying the issue, communicating transparently with the client, and leveraging internal resources for solutions. Highlight a specific instance where your approach led to a positive outcome and strengthened a client relationship.

Discuss your approach to understanding your clients' business goals, leveraging analytics to identify areas for improvement, and consistently checking in with them to gauge satisfaction and uncover needs. Provide an example of how you implemented a change based on client feedback that improved their experience and delivered added value.

Data analysis is vital in my approach as a Scaled Customer Success Manager. It informs my understanding of customer behavior, identifies opportunities for upselling, and helps me assess the effectiveness of our engagement strategies. I would share how I’ve previously used data to refine engagement plans that directly contributed to customer growth and success.

Relay your proactive problem-solving skills by discussing how you would first listen intently to the customer's concerns, empathize, and acknowledge their feelings. Outline your process for investigating the issue thoroughly and presenting a solution, whether it’s a service adjustment or an escalation for technical assistance, to turn around their experience.

In answering, delve into your experience with handling a significant number of clients. Discuss the processes you implemented to manage workload effectively, such as leveraging CRM tools for tracking engagements and establishing a prioritization strategy that balances high-touch with high-scale initiatives.

Talk about a specific instance where your efforts led to such a transformation, focusing on the strategies you employed to build a strong relationship, deliver value beyond expectations, and ultimately gain their trust for referrals and testimonials.

Express your passion for eCommerce and customer success, aligning your career ambitions with BigCommerce's mission. Comment on the alignment with your professional values and aspirations to contribute to an innovative company that values its employees and focuses on providing the best experience for clients.