Senior Customer Success Manager

commercetools is seeking a Senior Customer Success Manager to join their team in Boston, MA. This role acts as a crucial link between the customer and commercetools' modern commerce products. The Senior Customer Success Manager will work closely with support, product development, and sales teams to ensure customer success. They will nurture customer relationships, maintain overall account health, and position commercetools as a trusted strategic partner.

The role involves actively contributing to the growth and development of the Customer Success practice, both regionally and globally. The ideal candidate will possess a deep technical understanding, sales affinity, and excellent communication skills.

Role Involves:

• Supporting customers in utilizing composable products effectively.
• Advising customers on developing their technology and commerce stack.
• Ensuring customers understand the business value of new features.
• Identifying customer KPIs and objectives, leading engagement accordingly.
• Planning and coordinating strategic business reviews.
• Collecting and communicating customer input to Product teams.
• Collaborating with internal departments to deliver expertise.
• Supporting customer business growth.
• Contributing to customer and marketing events.
• Retaining customers and increasing product consumption.

Requirements:

• Experience in technical consulting, training, pre-sales, or customer-facing roles.
• Recent retail or e-commerce experience.
• Understanding of product value, B2B contracts, and value realization.
• Blend of business and technical knowledge.
• Confident appearance and customer orientation.
• Excellent communication and presentation skills.
• Structured working style.
• Team player with international experience.
• Willingness to travel (approx. 25%).

What commercetools Offers:

• Competitive compensation package.
• Stock option package.
• Workation (up to 60 days/year in a different country).
• Learning & Development Budget.
• Academy with training sessions and access to Coursera and Babbel.
• Flexibility in work hours.
• Diverse workplace with an open, international culture.