Senior Customer Success Manager

The role

You will nurture customer relationships and account health to position commercetools as a strategic partner. You will support customers in using composable products and advise them on developing their commerce stack.

What you will do

• Support customers in making the best use of composable products
• Advise customers in developing their future technology and commerce stack
• Ensure customers understand the business value of new features
• Identify customer KPIs and objectives and lead engagement toward them
• Plan, coordinate, and carry out strategic business reviews
• Collect and communicate customer input for new feature development to Product teams
• Support customers in growing their business on top of products
• Contribute to planning and executing customer and marketing events
• Retain existing customers and increase product and service consumption
• Develop and mentor team members

Required qualifications

• Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio within a technical SaaS environment
• A deep understanding of product value, B2B contracts, and value realization
• A blend of business and technical knowledge
• A confident and convincing appearance with a high degree of customer orientation
• Excellent executive communication and presentation skills
• Experience leveraging LLMs to craft compelling data-driven storytelling and insights
• Comfortable working with account health scores, usage/adoption data, and other customer metrics
• Skilled at collaborating cross-functionally with Sales, Support, and Product teams
• Structured and effective working style

Nice to have

• Recent and relevant retail or e-commerce experience
• Familiarity with Gainsight and Salesforce

Benefits

• Comprehensive health benefits for you and your dependents
• Access to OpenUp for personalized mental health support
• Annual learning budget
• Access to self-paced learning platforms and language training
• Personalized coaching, mentorship, and leadership programs
• Family Leave Plus with additional fully paid weeks of parental leave
• Equity participation program

About the company

commercetools powers the next era of commerce for customers through AI-driven solutions and composable commerce. The company focuses on helping ambitious companies experiment, scale, and grow.