Senior Customer Success Manager

commercetools • Boston, MA

13d • Hybrid

About The Position

At commercetools, we power the next era of commerce for our customers. Whether it’s AI-driven solutions that help enterprises make smarter business decisions, bridging digital and shopping experiences, or enabling entirely new ways for industries to connect with their customers, we help the world’s most ambitious companies experiment, scale, and grow without limits. The Customer Success Team is looking for a new addition in Boston, MA, USA. This person will be a link between the customer and the most modern commerce products. You will work 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. This role offers a hybrid work environment with three days a week in our Boston office.

Requirements

• Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio within a technical SaaS environment
• 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
• Willingness to travel (approx. 25%)
• Excellent executive communication and presentation skills, with proven ability to engage confidently and credibly with C-level executives
• Experience leveraging LLMs to craft compelling data-driven storytelling and insights.
• Comfortable working with account health scores, usage/adoption data, and other customer metrics to proactively identify risk and drive engagement
• Skilled at collaborating cross-functionally with Sales, Support, and Product teams to resolve customer issues and advocate for customer needs internally
• 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

Nice To Haves

• Recent and relevant retail or e-commerce experience is preferred
• Familiarity with Gainsight and Salesforce is a strong plus.

Responsibilities

• 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
• Uses skills and expertise to contribute to company objectives, principles, and goals. Including taking initiative to make process improvements.
• Be viewed as an expert within the company and externally, sharing knowledge across the business and with cross functional teams.
• Lead or play a major role in the overall long-term strategy for the department.
• Develops and mentors team members while encouraging cooperation and bringing together complementary skills

Benefits

• Comprehensive health benefits for you and your dependents, including access to OpenUp for personalized mental health support
• Learning and development opportunities including an annual learning budget, access to self-paced learning platforms and language training, personalized coaching, mentorship, and leadership programs
• Family Leave Plus gives you additional fully paid weeks of parental leave on top of government-provided leave, so you can spend more time with your new addition
• Our equity participation program allows you to share in our success

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed