Senior Customer Success Manager (m/f/x)
Job description
A Senior Customer Success Manager role at commercetools, responsible for managing the largest and most complex enterprise customers in EMEA, driving post-sales adoption and positioning the company as a trusted strategic partner.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Berlin
- Languages
- German – native, English – fluent
What you'll do
- Guide enterprise customers to maximize value from the agentic commerce architecture, including Composable Commerce, Frontend and Connect.
- Translate new product features into clear business outcomes aligned with customer strategic goals and ROI metrics.
- Proactively drive customer relationships and lead Strategic Business Reviews (SBRs).
- Work closely with product management, representing customer needs and feeding back into the roadmap.
- Collaborate cross-functionally with Sales, Product and Support, bringing technical and commercial expertise.
- Represent commercetools in webinars, customer case studies and advisory boards.
- Help evolve global customer success frameworks and drive internal process improvements.
- Act as a recognized expert and mentor, fostering cross-functional collaboration.
- Serve as escalation point, working with product support to resolve issues quickly and calmly.
What we're looking for
- At least five years of 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 business-fluent English.
- Deep technical understanding of modern API-first and headless technologies combined with business acumen.
- Ability to act as a trusted advisor, hold C-level conversations and identify expansion potential.
- Structured, agile working style and ability to manage complex accounts across global cross-functional teams.
- Team-oriented personality thriving in a dynamic international tech culture, with willingness to travel up to 50%.
Nice to have
- Additional language skills (French or Spanish).
Your team
Customer Success Team
Focuses on building long-term, advisory-oriented partnerships with enterprise customers and scaling an exceptional upmarket customer experience across the enterprise segment.
Benefits
Learning and development opportunities including an annual learning budget, self-paced platforms, language training and coaching.
- Comprehensive health benefits for you and your dependents, including OpenUp mental health support.
- Family Leave Plus gives additional fully paid weeks of parental leave on top of government-provided leave.
- Equity participation program.
How to get hired
- 1The interview process for this position takes place in English.
Apply
About commercetools
Real innovation starts with a strong foundation.
commercetools created composable commerce and powers commerce innovation for the world's most ambitious companies.
Mission
We power the next era of commerce for our customers.
Key facts
- Composable commerce software
- The company created composable commerce.
- It serves the world's most ambitious companies.
What they value
- The best idea wins, not the loudest voice.
- Diversity and inclusion are core to the company.