Senior Customer Success Manager (m/f/x)

About commercetools

Real innovation starts with a strong foundation, and at commercetools, that comes from the perfect balance of our product and our people.

Behind every leap forward is a collective of builders, explorers, doers, makers, and problem-solvers. The kind of people who not only created composable commerce but also shaped the culture of experimentation that idea unlocked. Together they are the engine of commerce innovation today.

At commercetools, we power the next era of commerce for our customers. Whether it’s AI-driven solutions that help enterprises make smarter business decisions, bridging digital and physical shopping experiences, or enabling entirely new ways for industries to connect with their customers, we help the world’s most ambitious companies experiment, scale, and grow without limits.

Here the best idea wins, not the loudest voice. You will have the tools, trust, and space to not only build the future of commerce, but to build your own.

About our Customer Success Team

Hello! I'm Enrico, Customer Success Team Lead at commercetools. My team focuses on building long-term, consultative partnerships with our enterprise customers.

Our Customer Success team passionately shapes and scales an exceptional upmarket customer experience across the entire enterprise segment. As part of our continued growth, we are excited to expand our team in EMEA with a Senior Customer Success Manager (m/f/d).

In this role, you will be the crucial link between our customers and the most cutting-edge commerce products on the market. You will manage our largest and most complex enterprise clients – from fast-growing brands to publicly traded companies. You will focus on account health, post-sales adoption, and positioning commercetools as a trusted strategic partner.

You will work closely with our internal Support, Product, and Sales teams to create optimal conditions for our customers' success. Given that commercetools is powerful, modern, and highly flexible, you will leverage your deep technical understanding, sales affinity, and first-class communication skills to help major brands design exceptional commerce workflows and create long-term value.

Beyond account management, you will actively contribute to shaping and further developing our Customer Success practice, both regionally and globally.

If you are ready to drive innovative solutions for well-known brands, manage customer communication across various channels, and thrive in an influential role, we look forward to meeting you!

The interview process for this position will be conducted in English. We are therefore looking for a person who can communicate confidently with our customers in both German and English.

Your Mission

• You will guide enterprise customers in maximizing the value of our Agentic Commerce Architecture – including Composable Commerce, Frontend, and Connect – and building flexible, future-proof tech stacks.
• You will translate new product features and functionalities into clear business outcomes, aligning them directly with the strategic goals and key ROI metrics of each customer.
• You will proactively drive customer relationships and lead impactful Strategic Business Reviews (SBRs) to strengthen customer loyalty, increase platform utilization, and accelerate long-term growth.
• You will collaborate closely with Product Management, representing our customers' needs and providing crucial feedback that shapes the roadmap of our latest product innovations.
• You will work seamlessly and cross-functionally with Sales, Product, and Support, bringing in-depth technical and business acumen to ensure the long-term success of our enterprise customers.
• You will represent commercetools in webinars, customer case studies, and advisory boards to showcase customer successes and foster engagement within the community.
• You will play a central role in advancing global Customer Success frameworks, driving internal process improvements, and contributing to the department's long-term operational strategy.
• You will act as a recognized subject matter expert internally and externally, support team members as a mentor, foster cross-functional collaboration, and help elevate the shared standards of our Customer Success practice.
• You will serve as an escalation point, working with the Product Support team to resolve issues quickly. You will remain calm, professional, and composed even in challenging escalation situations.

What You Bring – Your Profile

• At least five years of experience in a high-touch tech environment with demonstrable success in Customer Success, Pre-Sales, or Technical Consulting – ideally in the E-commerce or Retail industries.
• Native-level German language skills and fluent English proficiency.
• A deep technical understanding of modern API-first and headless technologies, paired with business acumen and the ability to translate complex technologies into measurable ROI.
• The ability to act as a compelling and trusted advisor, engage in C-level conversations, co-create customer strategies, and confidently identify and pursue expansion opportunities.
• A structured and agile way of working, with the ability to independently manage complex accounts across global, cross-functional teams.
• A team-oriented personality that thrives in a dynamic, international tech culture, along with a willingness to travel up to 50% to build and maintain valuable customer relationships.

Advantageous:

• Additional language skills (French or Spanish).

Our Benefits

Because work and life are connected, our benefits are too. We’ve designed them to give you the security, flexibility, and opportunities you need to focus on what matters most.

🩺 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 

For more information on our benefits, visit this page.

Come as you are. Build with us.

Your unique perspective is essential to our success. We are committed to building a team that reflects the world around us because we know it’s the only way to build the future. We celebrate our differences and have created a hiring process that’s fair, inclusive, and designed to let your talent shine.

We proudly welcome applicants of every race, color, religion, gender identity, sexual orientation, age, and any other part of your identity that makes you who you are. As an equal opportunity employer, we believe that our strength lies in our diversity, and we invite you to be a part of our global community. 

For more information on our diversity, equity, inclusion, and belonging practices, visit this page.