Senior Customer Success Manager

Commerce Tools
Boston, Durham
Workplace: HybridFull timeUSD 120,000 - 150,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Customer orientation","Communication","Presentation","Cross-functional collaboration","Mentoring"]

Own a portfolio of customers to drive adoption and account health for commercetools’ composable commerce products. Partner with Support, Product Development, and Sales to ensure customers realize business value, understand new features, and progress toward KPIs and objectives. Lead strategic business reviews, gather customer input for product teams, and retain/increase consumption. Contribute to Customer Success practice growth while supporting regional and global initiatives.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Commerce Tools
Commerce Tools
1 week ago

Senior Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own a portfolio of customers to drive adoption and account health for commercetools’ composable commerce products. Partner with Support, Product Development, and Sales to ensure customers realize business value, understand new features, and progress toward KPIs and objectives. Lead strategic business reviews, gather customer input for product teams, and retain/increase consumption. Contribute to Customer Success practice growth while supporting regional and global initiatives.
Location: Boston, Durham
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Support customers in making the best use of composable products and continuously developing their technology and commerce stack.
  • •Advise customers on business value of new features and ensure they understand how to apply them to business cases.
  • •Identify customer KPIs and objectives, lead engagement toward those goals, and plan strategic business reviews.
  • •Collect and communicate customer input and requirements to Product teams to guide feature development.
  • •Retain existing customers and increase consumption while contributing to Customer Success growth and supporting events such as webinars and case studies.
Travel: Medium travel

Pay and Benefits

Salary: USD 120,000 - 150,000 annually
Perks:Health InsuranceLearning BudgetParental LeaveEquity

Key Requirements

  • •Experience in customer success, account management, or a similar role with direct ownership of a technical SaaS customer portfolio.
  • •A deep understanding of product value, B2B contracts, and value realization.
  • •A blend of business and technical knowledge to work with different customer types and needs.
  • •Excellent executive communication and presentation skills, including credibility with C-level executives.
  • •Comfort working with account health scores, usage/adoption data, and customer metrics to identify risk and drive engagement.
Experience:SaaSRetailE-commerce
Skills:Customer orientationCommunicationPresentationCross-functional collaborationMentoring
Tech Stack:SalesforceGainsight

Company Brief

Commerce Tools
Provides a frontend-as-a-service platform for headless commerce, enabling teams to build, deploy, and manage composable storefronts. Integrates with commercetools and other backend services to deliver omnichannel customer experiences.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Berlin, Germany
WebsiteLinkedIn