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commercetools is seeking a Senior Customer Success Manager to join their Boston office on a hybrid basis (3 days/week in-office). This role bridges customers and commercetools' composable commerce platform, working across support, product, and sales teams to drive customer success and account health.
You will own a customer portfolio within a technical SaaS environment, serving as a trusted strategic partner. Key responsibilities include supporting customers in maximizing product value, advising on technology stack development, identifying and tracking customer KPIs, conducting strategic business reviews, and communicating customer feedback to product teams. You'll also identify expansion opportunities, contribute to customer events (webinars, case studies), and mentor team members while driving process improvements.
The role requires deep technical understanding combined with sales acumen and excellent communication skills. You'll work with enterprise customers, presenting to C-level executives and managing multiple communication channels. Expected to travel approximately 25% annually.
Ideal candidates bring 5+ years in customer success or account management within technical SaaS, preferably with retail/e-commerce experience. You should understand product value, B2B contracts, and value realization; blend business and technical knowledge; and be comfortable with account health scores, usage/adoption metrics, and proactive risk identification. Familiarity with Gainsight, Salesforce, and LLMs for data-driven storytelling is valued. Strong executive presence, customer orientation, and cross-functional collaboration skills are essential.
