Senior Customer Success Manager (m/f/x)

At commercetools, we power the next era of commerce for our customers. In this role, you’ll serve as the vital link between our customers and the most modern commerce products on the market. You will partner with our largest and most complex enterprise accounts, from high-growth brands to public companies, focusing on account health, post-sales adoption, and positioning commercetools as a trusted, strategic partner.

Responsibilities

Guide enterprise clients in maximizing the value of our agentic commerce architecture, including Composable Commerce, Frontend, and Connect, helping them build flexible, future-proof tech stacks; Translate new product features and capabilities into clear business outcomes, aligning them directly with each customer's strategic goals and core ROI metrics; Proactively drive account engagements, leading high-impact Strategic Business Reviews (SBRs) to retain clients, boost platform consumption, and accelerate long-term growth; Partner closely with Product Management to advocate for customer needs, providing critical feedback to shape the roadmap for our latest product innovations; Collaborate seamlessly across Sales, Product, and Support to deliver deep technical and commercial expertise that keeps enterprise accounts thriving; Represent commercetools in webinars, customer case studies, and advisory working groups, showcasing customer success and driving community engagement; Play a pivotal role in refining global Customer Success frameworks, driving internal process improvements, and shaping the department’s long-term operational strategy; Act as a recognized domain expert internally and externally, mentoring team members, fostering cross-functional collaboration, and elevating collective CS practice standards

Requirements

5+ Years in High-Touch Tech with proven success in CS, pre-sales, or technical consulting, ideally within e-commerce or retail; Technical depth in modern API-first/headless tech, paired with the business acumen to turn complex tech into high-impact ROI; A bold, trusted advisor who navigates C-suite discussions, shapes client strategy, and drives expansion effortlessly; A structured, agile approach to managing complex accounts independently and across global, cross-functional squads; A collaborative team player ready to thrive in a fast-scaled, international tech culture, willing to travel up to 50% to build high-value client connections

Nice to have

Additional European language skills

Benefits

Comprehensive health benefits for you and your dependents, including access to OpenUp for personalized mental health support; Learning and development opportunities including an annual learning budget, access to self-paced learning platforms and language training, personalized coaching, mentorship, and leadership programs; Family Leave Plus gives you additional fully paid weeks of parental leave on top of government-provided leave, so you can spend more time with your new addition; Our equity participation program allows you to share in our success