Senior Customer Success Manager (m / f / x)

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

• Drive Results: We think big, work smart, and execute fast to transform the future of commerce


• Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork


• Champion Customers: We go the extra mile for our customers to help them unlock their full potential


• Adapt Boldly: We're curious and innovative, we take risks and grow from our failures


The Opportunity:

We are looking for a new addition to our Customer Success team in London or Berlin to work with our customers to thoroughly understand their business and needs and help them maximize the value from commercetools.

As our Senior Customer Success Manager, you will bring the voice of the customer back to the business and act as the intermediary between the customer and commercetools. You will engage across internal teams like Sales, Support, Product, and Marketing, while also working closely with senior customer stakeholders and their various business units. You will nurture and strengthen customer relationships and take responsibility for your customers' desired short- and long-term business outcomes to deliver on ROI and generate ongoing, meaningful business value.

Your Mission:

• Create and maintain a diverse set of relationships across customers in various industries, being chiefly responsible for positioning commercetools as a trusted strategic partner


• Manage a multimillion-euro book of business with high-value customers while understanding their strategic goals and taking an active role in helping them accomplish these


• Identify business opportunities and pursue customer growth as well as support retention goals through the delivery of value


• Partner with customers to create Strategic Customer Account Plans to accelerate their commerce targets with value at the forefront, supported by success metrics and clear governance processes


• Facilitate business reviews with decision-makers and business champions, where we demonstrate the value realized, codify corrective action plans where necessary, and plan for partnership growth


• Research customer industries to provide strategic insights and recommendations that align with customer goals. Establish yourself as a consultative partner, offering advice and insights to steer customers towards successful outcomes


• Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team


• Educate and help customers understand the business value of new features in line with their business cases


• Maintain a real-time understanding of your customers and their adoption of our platform - Collecting and communicating customer input and requirements for new features to our Product team


• Act as an intermediary and orchestrate internal teams and motions across your account portfolio. In particular, you will work in lockstep with our Implementation Success team to unlock value quickly, our Expert Services team to deliver continuous improvements, as well as our Renewal Managers to ensure successful renewals


• Act as an extension of the CS Leadership team, delivering on strategic initiatives and projects to propel the CS function and business forward
  
  5+ years experience in either a Customer Success, Technical Consulting, Training, or Pre-sales role within a SaaS environment


• Recent and relevant retail or e-commerce experience is required (ideally having been part of a commerce re-platforming previously) including high-level technical knowledge of e-commerce solutions


• A confident and empathetic communicator in English with excellent presentation skills and a high degree of customer orientation


• A strong blend of business and technical knowledge to work with a variety of customers and stakeholders


• Willingness to travel (approx. 30%)


• A structured and proactive working style with the ability to work both independently as well as part of a cohesive team


• Team player who enjoys working in an international and growing tech/software environment with distributed team members across the globe


• Ambitious with an appetite for continuous improvement


Nice to Have:

• Familiarity with similar e-commerce solutions


• Fluency in a European language
  
  Competitive Compensation Package: Generous compensation structure consisting of salary, a competitive stock option package, and various benefits and perks


• ️ Workation: Work up to 60 days per year in a country different from your home country