Senior Customer Success Manager

Commerce Tools
Durham, Boston
Workplace: HybridFull timeUSD 120,000 - 150,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Executive communication","Presentation","Mentoring","Collaboration","Strategic planning"]

Own customer relationships and account health for post-sales success, helping customers maximize commercetools composable products. Partner with Support, Product, and Sales to drive value realization, communicate business impact of new features, and lead strategic business reviews based on customer KPIs. Contribute to Customer Success practice growth and long-term departmental strategy while mentoring team members. Hybrid role in Durham with occasional travel and a technical, data-driven customer mindset.

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FursaFursa
Commerce Tools
Commerce Tools
1 week ago

Senior Customer Success Manager

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

Job Summary

Own customer relationships and account health for post-sales success, helping customers maximize commercetools composable products. Partner with Support, Product, and Sales to drive value realization, communicate business impact of new features, and lead strategic business reviews based on customer KPIs. Contribute to Customer Success practice growth and long-term departmental strategy while mentoring team members. Hybrid role in Durham with occasional travel and a technical, data-driven customer mindset.
Location: Durham, Boston
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 advise on developing their future technology and commerce stack.
  • •Ensure customers understand business value of new features and plan, coordinate, and carry out strategic business reviews based on KPIs and objectives.
  • •Collect and communicate customer input and requirements to Product teams, collaborating across departments to resolve issues and advocate for customer needs.
  • •Retain existing customers and increase consumption/adoption of products and services to drive account health and post-sales acquisition.
  • •Contribute to the growth of the Customer Success practice regionally and globally, including mentoring team members and leading long-term departmental strategy.
Travel: Medium travel

Pay and Benefits

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

Key Requirements

  • •Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio in a technical SaaS environment.
  • •A deep understanding of product value, B2B contracts, and value realization.
  • •A blend of business and technical knowledge to advise diverse customers on their technology and commerce stack.
  • •Excellent executive communication and presentation skills, with proven ability to engage credibly with C-level executives.
  • •Familiarity with account health scores, usage/adoption data, and other customer metrics to proactively identify risk and drive engagement.
Experience:SaaSE-commerce
Skills:Executive communicationPresentationMentoringCollaborationStrategic planning
Tech Stack:GainsightSalesforceLLMs

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