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Constructor.io powers product search and discovery for some of the largest retailers in the world, serving billions of requests weekly. The company uses machine learning to reinvent search and discovery with a focus on improving metrics like revenue. Constructor is approximately doubling year-over-year and serves customers across all eCommerce verticals.
As a Senior Customer Success Manager based in the DACH region, you will own the complete customer journey from project kick-off through launch, adoption, and ongoing value realization. You'll build trusted relationships across complex enterprise organizations, engaging with technical teams, product leaders, and C-level executives. Your role involves translating technical concepts and performance data into clear business value, connecting Constructor's work to outcomes such as conversion, revenue, customer experience, and operational efficiency.
Key responsibilities include:
- Owning customer outcomes and ensuring they achieve meaningful business results
- Building relationships with diverse stakeholders from engineers to VP/C-level executives
- Understanding customer goals and aligning technical and business teams around shared success plans
- Planning and leading effective QBRs and EBRs that communicate measurable impact and facilitate strategic conversations
- Identifying risks and blockers early, leading escalations with clarity and urgency
- Advocating for customer needs while exercising judgment on prioritization and solutions
- Providing proactive, strategic recommendations based on customer insights and ecommerce best practices
- Maintaining clear success plans, stakeholder maps, and account documentation
- Partnering with Account Management to support retention and growth
- Contributing to continuous improvement of onboarding, integration, and support processes
Requirements:
- Based in EMEA, ideally in the DACH region (Germany preferred). German fluency is an advantage but not required.
- At least three years of experience managing enterprise customer relationships in Customer Success, Account Management, Solutions Consulting, or similar customer-facing role.
- Experience working with complex enterprise organizations and building trusted relationships with stakeholders ranging from technical teams to C-level executives.
- Strong executive presence and confidence leading strategic customer conversations, including QBRs and EBRs.
- Strong influencing and stakeholder-management skills; ability to drive progress without direct authority.
- Strong problem-solving skills, intellectual curiosity, and ability to learn quickly in a fast-moving, technically sophisticated environment.
- Experience in ecommerce, digital commerce, search, product discovery, or related field is highly valued.
