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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—from high-growth brands to 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 clear business outcomes aligned with customer ROI; leading Strategic Business Reviews to drive retention and platform consumption; and partnering with Product Management to advocate for customer needs. You'll collaborate across Sales, Product, and Support teams, represent commercetools at webinars and in case studies, and contribute to shaping global Customer Success frameworks and operational strategy.
You'll act as a recognized domain expert, mentoring team members and elevating CS practice standards across the organization. The role requires managing complex accounts independently while working within global, cross-functional squads.
Required: 5+ years in high-touch tech (CS, pre-sales, or technical consulting), ideally in e-commerce or retail. You need technical depth in modern API-first/headless architecture paired with business acumen to translate complex tech into ROI. You should be a trusted advisor comfortable with C-suite discussions, able to shape client strategy, and willing to travel up to 50% for high-value client connections. A structured, agile approach to account management and thriving in fast-scaled, international tech culture are essential.
Nice to have: Additional European language skills.
