Senior Customer Success Manager

At commercetools, we are:

Engaged: We didn't become the fastest growing, highest ever valued SaaS software company in digital commerce with nearly 100% year-over-year growth by sitting on the sidelines.

Inspired: We continually explore what's possible. As the founder of the headless commerce concept, the leader in true composable commerce, and the visionaries behind MACH® — our patented tech has radically disrupted the world of enterprise ecommerce software. And we are just getting started!

Valued: Intelligent, resilient, passionate individuals hailing from over 50 countries across the globe, speaking over 43 languages, and collectively embracing diversity, encouraging inclusion, and fostering a culture of care.

Your Mission:

• Support our customers in making the best use of our composable products
• Advise our customers in continuously developing their future technology and commerce stack on top of the commercetools products
• Ensure customers understand the business value of new features for their business cases
• Identify customer KPIs and objectives and actively lead the engagement toward those
• Plan, coordinate, and carry out strategic business reviews with our customers
• Collect and communicate customer input and requirements for the new feature development to our Product teams
• Work closely together with different departments within commercetools to deliver expertise and to help our customers reach their goals
• Support our customers in growing their business on top of our products 
• Contribute to planning and executing customer and/or marketing events, such as webinars, case studies, or working groups
• Retain existing customers and increase their consumption of commercetools products and service

What you need to succeed:

• 5+ years of experience in technical consulting, training, pre-sales, or other customer-facing roles
• Recent and relevant retail or e-commerce experience is required
• A deep understanding of product value, B2B contracts, and value realization
• A blend of business and technical knowledge to work with the different types of customers
• A confident and convincing appearance with a high degree of customer orientation
• Willingness to travel (approx. 25%)
• Very good communication and presentation skills
• Structured and effective working style, both independently and in a team
• Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe

We care about your Growth and Well-being

💰 Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks

☀️ Remote Work: Up to 60 days/year from a country different from your base country  

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

🙌 Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse, creative workspace with an international culture & learning environment

For US-based roles

🩺  Well-Being: 100% employer-covered medical, dental, and vision insurance for employees and dependents

🌴 Work-Life Balance: Generous time off for personal time, vacation, parental leave, holidays, well-being, bereavement and volunteering

💰 Prepare For Your Future: 401k with company match

👐 Get Involved: Opportunities to join our Happiness Committee, Engage the Change DEI organization, Culture Committee, fitness challenges, artistic channels, and more!

💪 Our differences make us stronger 

FOR DURHAM-BASED ROLES

• Enjoy a flexible, hybrid working environment
• Newly updated modern office at the American Tobacco Campus in the heart of Downtown Durham
• Do you have a dog? We're a dog friendly office
• Kombucha on tap, coffee, tea, snacks, and catered lunches
• Semi-monthly team events
• Need a break? We have foosball, darts, ping pong, and a golf putting simulator
• Combination of individual work spaces and cozy meeting rooms

We believe that our diversity makes us a stronger team. We hire great people from a wide variety of backgrounds - not just because it’s the right thing to do, but because it makes us better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Are you ready? Come grow with us!

🔍 Are you looking for something else? Check out our Career Page and our Website for more information.