Senior Customer Success Manager

You serve as the critical link between our customers and the most modern commerce products on the market. You manage our largest and most complex Enterprise customers – from rapidly growing brands to publicly listed companies – focusing on account health, post-sales adoption, and positioning commercetools as a trusted strategic partner.

What you'll do

• Guide Enterprise customers to maximize the value of our Agentic Commerce architecture – including Composable Commerce, Frontend and Connect – and build flexible, future-proof tech stacks
• Translate new product features and functions into clear business results, aligned directly with each customer's strategic goals and key ROI metrics
• Drive customer relationships proactively and lead impactful Strategic Business Reviews to strengthen retention, increase platform utilization, and accelerate long-term growth
• Collaborate closely with Product Management, represent customer needs, and provide critical feedback shaping our latest product innovations
• Work seamlessly across Sales, Product and Support teams, bringing deep technical and commercial expertise to ensure long-term Enterprise customer success
• Represent commercetools in webinars, customer case studies and advisory boards to showcase customer successes and foster community engagement
• Play a central role in advancing global Customer Success frameworks, drive internal process improvements and shape the long-term operational strategy of the department
• Act as an escalation point and work with the Product Support team to resolve issues quickly, remaining calm and professional in demanding situations

What you'll need

• Minimum five years' experience in a high-touch tech environment with proven success in Customer Success, Pre-Sales or Technical Consulting – ideally in E-Commerce or Retail
• Native-level German and fluent English
• Deep technical understanding of modern API-first and headless technologies, paired with commercial thinking and the ability to translate complex technologies into measurable ROI
• Ability to act as a compelling and trusted advisor, conduct C-level conversations, co-shape customer strategies and confidently identify and unlock expansion opportunities
• Structured and agile working approach with the ability to independently manage complex accounts across global, cross-functional teams
• Team-oriented personality that thrives in a dynamic, international tech culture, plus willingness to travel up to 50% to build and nurture valuable customer relationships

Nice to have

• Additional language skills (French or Spanish)

What they offer

• Comprehensive health benefits for you and dependents, including access to OpenUp for mental health support
• Learning and development opportunities including annual learning budget, self-paced platforms, language training, coaching, mentorship and leadership programs
• Family Leave Plus providing additional fully paid parental leave weeks on top of government leave
• Equity participation program allowing you to share in company success