Senior Customer Success Manager

Commerce Tools
London, Berlin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Collaboration","Mentoring","Agile approach","Strategic thinking"]

Serve as the trusted link between enterprise customers and commercetools’ modern commerce products, driving account health, post-sales adoption, and long-term value. Lead high-impact Strategic Business Reviews, translate product capabilities into measurable business outcomes and ROI, and partner with Product, Sales, and Support to guide technical and commercial success. Shape regional and global Customer Success frameworks while mentoring team members and representing customer success through webinars and advisory groups.

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FursaFursa
Commerce Tools
Commerce Tools
4 days ago

Senior Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Serve as the trusted link between enterprise customers and commercetools’ modern commerce products, driving account health, post-sales adoption, and long-term value. Lead high-impact Strategic Business Reviews, translate product capabilities into measurable business outcomes and ROI, and partner with Product, Sales, and Support to guide technical and commercial success. Shape regional and global Customer Success frameworks while mentoring team members and representing customer success through webinars and advisory groups.
Location: London, Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Guide enterprise clients in maximizing value from agentic commerce architecture, including Composable Commerce, Frontend, and Connect.
  • •Translate new product features into business outcomes aligned with customer strategic goals and ROI metrics.
  • •Proactively drive account engagements through Strategic Business Reviews to retain clients and accelerate long-term growth.
  • •Partner with Product Management to advocate for customer needs and provide feedback to shape the product roadmap.
  • •Collaborate across Sales, Product, and Support; represent the team via webinars, case studies, and advisory working groups.
Travel: High travel

Pay and Benefits

Perks:Health InsuranceLearning BudgetLanguage TrainingParental LeaveEquity Participation

Key Requirements

  • •5+ years in high-touch tech Customer Success, pre-sales, or technical consulting, ideally in e-commerce or retail.
  • •Technical depth in modern API-first/headless technologies with the ability to translate complexity into ROI.
  • •Experience acting as a trusted advisor in C-suite discussions to shape customer strategy and drive expansion.
  • •Strong, independent account management across complex, global cross-functional stakeholders.
  • •Ability to travel up to 50% to build high-value client connections.
Experience:5+ yearsE-commerceRetailHigh-touch tech
Skills:CommunicationCollaborationMentoringAgile approachStrategic thinking
Tech Stack:API-firstHeadlessAPIsAgentic commerceComposable commerceConnectFrontend

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