Digital Customer Success & Gainsight Operations Specialist - Hybrid at BigCommerce

Austin, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, SaaSIndustries

Requirements

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)

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 BigCommerce 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

Skills

Key technologies and capabilities for this role

GainsightCustomer SuccessDigital EngagementOnboardingAdoptionAutomationCustomer JourneySaaS

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

This is a hybrid role requiring 2 days in office and 3 days working from home in Austin, TX.

What is the salary for this position?

This information is not specified in the job description.

What key skills are needed for this role?

The role requires being self-driven and detail-oriented, expertise in Gainsight administration including CTAs, Playbooks, Scorecards, Rules Engine, and Journey Orchestrator, and skills in designing digital customer engagement strategies.

What is the company culture like at BigCommerce?

BigCommerce empowers people and customers to build, innovate, and grow, with a focus on growing employees' careers, providing incredible experiences, and recognition for product and workplace culture.

What makes a strong candidate for this role?

A strong candidate is self-driven, detail-oriented, and experienced in blending digital program strategy with hands-on Gainsight administration to drive scalable customer engagement.

BigCommerce

E-commerce platform for online store management

About BigCommerce

BigCommerce offers an e-commerce platform that helps businesses create and manage online stores through a subscription service. It provides tools for website building, order management, payment processing, and marketing, along with an App Marketplace for additional integrations. The platform is flexible and scalable, allowing businesses to grow without switching systems, and supports headless commerce for customized storefronts. BigCommerce aims to deliver a comprehensive solution for businesses of all sizes.

Austin, TexasHeadquarters

2009Year Founded

$213.2MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Paid Vacation

Mental Health Support

Risks

Integration with Yuma.ai raises potential data privacy concerns.

Self-service upgrade tool may cause issues for non-tech-savvy users.

New executive appointments could lead to strategic misalignment with customer expectations.

Differentiation

BigCommerce offers headless commerce, allowing complete control over frontend design.

The platform supports both B2B and B2C e-commerce for over 60,000 brands.

BigCommerce's App Marketplace enhances functionality with third-party apps and integrations.

Upsides

Growing demand for headless commerce boosts BigCommerce's market position.

Partnership with Nuvei enhances global payment solutions for BigCommerce clients.

Expansion in B2B e-commerce creates new opportunities for BigCommerce.

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