Account Manager

Summary

Join BigCommerce as an Account Manager to cultivate and maintain strategic relationships with key clients. You will oversee Feedonomics and BigCommerce clients, focusing on account expansion and renewals within your assigned segment. This role demands strategic planning, client engagement, revenue expansion, and collaboration with internal and external teams. The ideal candidate possesses 5+ years of experience managing complex B2B/B2C SaaS accounts, expertise in SaaS metrics, and exceptional communication and negotiation skills. This position centers on existing accounts; new client prospecting is not included. BigCommerce is committed to diversity, equity, and inclusion.

Requirements

• 5+ years managing complex B2B/B2C SaaS accounts with a proven track record of retention and expansion in subscription models
• Expertise in SaaS metrics, customer lifecycle management, and global account coordination
• Exceptional communication and interpersonal skills to build trust and foster long-term relationships
• Strong data-driven mindset; proficient with tools like Salesforce and Gainsight to analyze metrics and demonstrate ROI
• Proven negotiation skills, with the ability to align customer goals with company objectives

Responsibilities

• Develop and execute plans to identify, qualify, and build a pipeline of upsell and cross-sell opportunities for BigCommerce Inc. products (BigCommerce B2B, B2C, Feedonomics, Makeswift, and Recurring Professional Services)
• Create detailed territory and account plans with specific strategies and milestones to exceed revenue goals
• Serve as the primary contact for client inquiries, project updates, and escalations, ensuring proactive communication and high responsiveness
• Lead business reviews to present insights on performance, ROI, and growth opportunities
• Develop tailored proposals and presentations aligned with customer objectives and business needs
• Track account metrics, analyze engagement, and identify at-risk accounts to ensure proactive management and retention
• Work closely with internal teams (sales, product, support) and external agency partners to ensure seamless execution and high customer satisfaction