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commercetools is hiring a Senior Customer Success Manager to join their EMEA team based in London (hybrid, 3 days/week in office). You'll manage deep, consultative partnerships with enterprise clients—high-growth brands and public companies—helping them maximize value from commercetools' composable commerce platform.
Key responsibilities include guiding enterprise clients through complex implementations of Composable Commerce, Frontend, and Connect; translating product features into business outcomes aligned with customer ROI; leading Strategic Business Reviews to drive retention and platform consumption; and advocating for customer needs to Product Management. You'll collaborate across Sales, Product, and Support teams, represent commercetools at webinars and customer advisory groups, and contribute to refining global Customer Success frameworks and operational strategy.
You'll act as a recognized domain expert internally and externally, mentoring team members and elevating CS practice standards. The role requires 5+ years in high-touch tech (CS, pre-sales, or technical consulting, ideally e-commerce/retail); deep technical understanding of API-first/headless architecture paired with business acumen; ability to navigate C-suite conversations and drive account expansion; and structured, agile account management across global, cross-functional teams. Willingness to travel up to 50% for client engagement is expected. European language skills are a plus.
