Digital Customer Success & Gainsight Operations Specialist - Hybrid

Digital Customer Success & Gainsight Operations Specialist

BigCommerce's mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most : growing their businesses.

We are equally passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast-growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

We are seeking a self-driven and detail-oriented Digital Customer Success & Gainsight Operations Specialist to join our Customer Success team in Austin, TX. This unique individual contributor role blends digital program strategy with hands-on Gainsight administration to deliver proactive, scalable customer engagement across our growing portfolio. As a key partner to the VP of Customer Success, you'll help drive customer outcomes through digital-first approaches while owning the systems and automation that power our success motion.

Please note this is a hybrid role and requires 2 days in office and 3 days working from home!

What You'll Do :

Digital Customer Success (50%)

• Lead the design and execution of digital-first engagement strategies across the entire customer lifecycleincluding onboarding, adoption, growth, and advocacytailored 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%)

Who You Are :

The exact salary will be dependent on the successful candidate's location, relevant knowledge, skills, and qualifications.

Diversity, Equity, and Inclusion at BigCommerce

Our employees make the difference. At BigCommerce, 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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Protect Yourself Against Hiring Scams : Our Corporate Disclaimer

BigCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised : BigCommerce does not offer jobs to individuals who do not go through our formal hiring process. BigCommerce will never :

If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.