Senior Customer Success Manager

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 Boston, MA. You will be a link between the customer and the most modern commerce products, working 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.

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?

Your Mission:

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

What you need to succeed:

Experience in technical consulting, training, pre-sales, or other customer-facing roles

Recent and relevant retail or e-commerce experience is required

A deep understanding of product value, B2B contracts, and value realization

A blend of business and technical knowledge to work with the different types of customers

A confident and convincing appearance with a high degree of customer orientation

Excellent communication and presentation skills

Structured and effective working style, both independently and in a team

Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe

Willingness to travel (approx. 25%)

We care about your growth and well-being

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, with 20 working days per trip

Learning & Development Budget

Academy: Regular training sessions, access to Coursera and Babbel training courses

Our Benefits: Check them out here

️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

Mindset & Growth: A diverse workplace with an open, international culture, and learning environment

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being a diverse environment and is proud to be an equal opportunity employer. If your professional profile aligns with our specific hiring requirements and Guiding Stars, we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.

Please note the salary range provided pertains to base pay.

US Pay Range

$120,000—$150,000 USD