Senior Customer Success Manager

• We are looking for a new addition to our Customer Success team in Boston, MA, USA. This person will be a link between the customer and the most modern commerce products
• You will work closely with our support, product development, and sales teams to provide the best ways toward success for our customers
• You will be accountable for nurturing the customer relationship and the overall account health and post-sales acquisition, and will be chiefly responsible for positioning commercetools as trusted, strategic partners with our customers
• In addition, the role is expected to actively contribute to and support the growth and development of the Customer Success practice both regionally and globally
• Support our customers in making the best use of our composable products
• Advise our customers in continuously developing their future technology and commerce stack on top of the commercetools products
• Ensure customers understand the business value of new features for their business cases
• Identify customer KPIs and objectives and actively lead the engagement toward those
• Plan, coordinate, and carry out strategic business reviews with our customers
• Collect and communicate customer input and requirements for the new feature development to our Product teams Work closely together with different departments within commercetools to deliver expertise and to help our customers reach their goals
• Support our customers in growing their business on top of our products
• Contribute to planning and executing customer and/or marketing events, such as webinars, case studies, or working groups
• Retain existing customers and increase their consumption of commercetools products and service Uses skills and expertise to contribute to company objectives, principles, and goals. Including taking initiative to make process improvements
• Be viewed as an expert within the company and externally, sharing knowledge across the business and with cross functional teams
• Lead or play a major role in the overall long-term strategy for the department
• Develops and mentors team members while encouraging cooperation and bringing together complementary skills

Benefits

• 100% covered premiums for medical, dental, and vision insurance for you, dependents, and spouse/partner
• Generous time off package including PTO, parental leave, company holidays, sick time, and volunteer time off
• Monthly health membership and phone stipend
• Compensation benefits including 401K company match and an annual professional development stipend
• Flexible, family-friendly working hours - we are a remote first company

• If you bring deep technical understanding to the table as well as a sales affinity and the skills of an excellent communicator we would love to meet you! Are you ready to come up with great solutions for big brands and be in charge of multiple communication channels?
• Comfortable working with account health scores, usage/adoption data, and other customer metrics to proactively identify risk and drive engagement
• A confident and convincing appearance with a high degree of customer orientation
• Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe
• Xperience in customer success, account management, or a similar role with direct ownership of a customer portfolio within a technical SaaS environment
• A blend of business and technical knowledge to work with the different types of customers
• Skilled at collaborating cross-functionally with Sales, Support, and Product teams to resolve customer issues and advocate for customer needs internally
• Willingness to travel (approx. 25%)
• Familiarity with Gainsight and Salesforce is a strong plus
• A deep understanding of product value, B2B contracts, and value realization
• Structured and effective working style, both independently and in a team
• Experience leveraging LLMs to craft compelling data-driven storytelling and insights
• Excellent executive communication and presentation skills, with proven ability to engage confidently and credibly with C-level executives
• Recent and relevant retail or e-commerce experience is preferred