Senior Customer Success Manager (m/f/x)

Commerce Tools
Berlin, Munich
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Customer relationship management","Strategic thinking","Mentorship","Cross-functional collaboration"]

Own the customer outcomes for commercetools’ largest Enterprise accounts by maximizing value from agentic-composable commerce capabilities. Drive account health and post-sales adoption through executive-level guidance, proactive Strategic Business Reviews, and cross-functional collaboration with Sales, Product, and Support. Translate product features into business results tied to ROI metrics, represent customer success through webinars and case studies, and help shape global customer-success frameworks and escalation handling.

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FursaFursa
Commerce Tools
Commerce Tools
1 week ago

Senior Customer Success Manager (m/f/x)

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

Job Summary

Own the customer outcomes for commercetools’ largest Enterprise accounts by maximizing value from agentic-composable commerce capabilities. Drive account health and post-sales adoption through executive-level guidance, proactive Strategic Business Reviews, and cross-functional collaboration with Sales, Product, and Support. Translate product features into business results tied to ROI metrics, represent customer success through webinars and case studies, and help shape global customer-success frameworks and escalation handling.
Location: Berlin, Munich
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Maximize Enterprise customer value from agentic-commerce architecture by building flexible, future-proof technology stacks.
  • •Drive account health and post-sales adoption, leading Strategic Business Reviews to improve retention, platform usage, and long-term growth.
  • •Translate product features into clear business outcomes and align them to customer strategic goals and ROI metrics.
  • •Represent customer success in webinars, customer case studies, and advisory settings while gathering and feeding back insights to product management.
  • •Develop global customer-success frameworks, improve internal processes, serve as an escalation point with Product-Support, and mentor team members.
Travel: High travel

Pay and Benefits

Perks:Health InsuranceLearning BudgetParental LeaveEquity Participation

Key Requirements

  • •At least five years of experience in a high-touch tech environment with proven success in Customer Success, Pre-Sales, or Technical Consulting (ideally e-commerce or retail).
  • •Native-level German and negotiation-level English to communicate confidently with customers.
  • •Deep technical understanding of modern API-first and headless technologies, with the ability to translate complexity into measurable ROI.
  • •Ability to lead C-level conversations, shape customer strategies, and identify and drive expansion opportunities.
  • •Structured, agile work style and ability to manage complex accounts across global, cross-functional teams independently.
Experience:E-commerceRetailEnterprise software
Skills:CommunicationCustomer relationship managementStrategic thinkingMentorshipCross-functional collaboration
Languages:GermanEnglishFrenchSpanish
Tech Stack:API-firstHeadlessComposable commerceFrontendConnect

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