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commercetools is seeking a Senior Customer Success Manager to join their EMEA team in Berlin (hybrid). This role focuses on building long-term, advisory partnerships with enterprise customers—from fast-growing brands to publicly traded companies.
You will serve as the critical bridge between customers and commercetools' modern commerce platform. Your responsibilities include managing account health, driving post-sales adoption, and positioning commercetools as a trusted strategic partner. You'll work closely with internal support, product, and sales teams to create optimal conditions for customer success.
Key responsibilities:
- Guide enterprise customers in maximizing value from the Agentic Commerce architecture (Composable Commerce, Frontend, Connect) and building flexible, future-proof tech stacks
- Translate new product features into clear business outcomes aligned with customer strategic goals and ROI metrics
- Proactively drive customer relationships and lead impactful Strategic Business Reviews (SBRs) to strengthen retention, increase platform adoption, and accelerate long-term growth
- Collaborate closely with product management, advocate for customer needs, and provide critical feedback shaping product innovation roadmaps
- Work seamlessly across Sales, Product, and Support teams, bringing deep technical and commercial expertise to ensure enterprise customer success
- Represent commercetools in webinars, customer case studies, and advisory boards to showcase customer wins and foster community engagement
- Play a central role in developing global customer success frameworks, drive internal process improvements, and shape long-term departmental strategy
- Act as an internal and external subject matter expert, mentor team members, foster cross-functional collaboration, and elevate customer success practice standards
- Serve as escalation point and work with product support to resolve issues quickly and professionally
You bring deep technical understanding, sales acumen, and excellent communication skills. Fluency in both German and English is required for customer interactions and the interview process.
