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commercetools is seeking a Senior Customer Success Manager to join their team in Durham, NC. This hybrid role (3 days/week in office) focuses on driving customer success and account health for enterprise commerce clients using composable commerce platforms.
You will own a portfolio of strategic customer accounts, serving as the primary link between customers and commercetools' modern commerce products. Key responsibilities include supporting customers in maximizing product value, advising on technology stack development, conducting strategic business reviews, identifying and tracking customer KPIs, and collaborating with product and support teams to ensure customer success and drive expansion.
The role requires deep technical understanding combined with sales acumen and excellent communication skills. You'll identify customer needs, communicate product value, manage account health using metrics and adoption data, and contribute to customer events and case studies. You're expected to mentor team members, drive process improvements, and serve as an internal and external expert on customer success strategy.
Ideal candidates bring 5+ years of customer success or account management experience in technical SaaS environments, preferably with retail or e-commerce background. You should have strong executive communication skills, familiarity with tools like Gainsight and Salesforce, comfort with data-driven decision-making, and willingness to travel approximately 25%. Experience leveraging LLMs for data storytelling is valued. This is a people-leadership track role with mentoring responsibilities and strategic input into departmental direction.
