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commercetools is seeking a Senior Customer Success Manager to join its EMEA team and drive exceptional outcomes for enterprise clients. In this role, you will serve as the critical bridge between commercetools' composable commerce platform and the company's largest, most complex enterprise customers—from high-growth brands to publicly traded corporations.
Your primary focus will be on account health, post-sales adoption, and positioning commercetools as a trusted strategic partner. You will manage relationships with major accounts, conduct strategic business reviews, and translate new product features into clear business results aligned with each customer's strategic goals and ROI metrics.
Key responsibilities include:
- Guiding enterprise customers in maximizing value from commercetools' agentic commerce architecture, including composable commerce, frontend, and Connect solutions
- Proactively driving customer relationships and leading impactful Strategic Business Reviews to strengthen retention, increase platform adoption, and accelerate long-term growth
- Collaborating closely with product management to represent customer needs and provide critical feedback shaping product innovation roadmaps
- Working seamlessly across sales, product, and support teams to ensure sustained enterprise customer success
- Representing commercetools at webinars, customer case studies, and advisory boards to showcase customer successes and foster community engagement
- Contributing to the development of global customer success frameworks and driving internal process improvements
- Serving as a recognized subject matter expert, mentoring team members, and fostering cross-functional collaboration
- Acting as an escalation point for complex issues, maintaining professionalism and composure in challenging situations
You will combine deep technical understanding with sales acumen and exceptional communication skills. Fluency in both German and English is required, as you will support EMEA customers and participate in English-language interviews and internal processes.
