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Salary: USD 61,635 - 104,236 / annual
BigCommerce, part of the Commerce brand family, is seeking a Customer Success Renewal Specialist to join the Customer Success Services (CSS) Team in Austin. This role focuses on identifying at-risk customers, developing renewal strategies, and closing multi-year subscription renewals to prevent churn and retain business.
You will work directly with merchants to understand their challenges, negotiate renewal terms, and identify upsell and cross-sell opportunities. The Renewals Specialist reports to the Renewals Manager and collaborates closely with Sales and Customer Success teams to ensure customers maximize value from the BigCommerce platform and ecosystem.
Key responsibilities include:
- Identifying at-risk customers and developing proactive retention strategies
- Maintaining consistent engagement throughout the renewal sales cycle
- Leveraging deep knowledge of the BigCommerce platform, services, and ecosystem to address merchant concerns
- Negotiating multi-year subscription renewals and closing deals on time and within budget
- Identifying and closing upsell/cross-sell opportunities during renewal engagements
- Gathering merchant feedback and collaborating with CSS leadership, Product, and Business Development teams to improve retention strategies and product functionality
- Analyzing merchant behavior and account optimization opportunities through strategic partnerships
- Coordinating renewal activity across internal teams to ensure alignment and communication
- Developing solutions that increase customer satisfaction and create brand advocates
You bring a minimum of 2 years' experience in renewal or sales roles with strong negotiation skills. You have proven success in customer-facing, service-oriented environments with exceptional written and verbal communication abilities. You remain calm, empathetic, and professional under pressure, with strong critical thinking and soft skills. You're proficient in MS Office, Google Workspace, and Tableau, with preferred experience in Salesforce CRM and Zendesk. You have a solid understanding of web, eCommerce, and hosting technologies and how they integrate.
