Senior Customer Success Manager

Role Impact

A Senior Customer Success Manager (CSM) at Elastic Path serves as a dedicated strategic partner for enterprise customers, acting as a trusted advisor throughout the full customer lifecycle. This role is responsible for building high-trust, executive-level relationships throughout an organization and deeply understanding a customer’s commerce strategy and vision, including key technical factors and business objectives shaping their decisions. As part of Elastic Path’s strategic frontline, you will drive product adoption, maximize customer value, and own long-term customer satisfaction, retention, and expansion.

Customer Success guides customers through complex eCommerce modernization initiatives that optimize and evolve their underlying commerce architecture to support scalability and long-term growth. This role proactively monitors customer health, adoption, and risk throughout the lifecycle. You will lead strategic planning, success roadmaps, and executive business reviews, and serve as the primary point of coordination and escalation during critical events, partnering closely with internal teams to manage risk, expectations, and resolution.

While this is a remote role, we are specifically seeking candidates based in the United Kingdom (UK). This alignment enables strong coverage and responsive support for our customers across the UK and EMEA, while also ensuring meaningful overlap and collaboration with our distributed teams.

This position includes occasional travel to support customer engagements, team collaboration, or company events as needed.

• Own the customer relationship, acting as a trusted advisor who manages satisfaction, retention, and growth across a portfolio of enterprise accounts.
• Own and execute complex enterprise renewals through stakeholder alignment, value articulation, and disciplined execution.
• Drive expansion by identifying early opportunities, building strategic plans, and leading the growth initiatives.
• Develop a deep understanding of each customer’s organizational structure, decision-making processes, and stakeholder influence.
• Develop success plans and lead executive business reviews (EBRs) focused on outcomes, impact, KPIs, adoption, and value.
• Proactively track customer health, risk, and success metrics, maintaining success plans, health scores, and CRM hygiene.
• Own customer escalations and proactively identify risks, driving mitigation for timely resolution.
• Serve as a strong internal advocate for customer priorities and requirements across supporting teams to drive adoption success and growth.
• Cultivate a community of highly engaged, referenceable enterprise customers.
• Represent the Customer Success organization in strategic, cross-functional initiatives.
• Contribute to the development and continuous improvement of scalable Customer Success processes, frameworks, and playbooks.
• Uphold Elastic Path’s security, compliance, and operational standards.

• 4–6+ years of experience required in Customer Success, or Strategic Account Management role, supporting enterprise customers.
• 2-4 years of experience required in eCommerce or the composable ecosystem, with a strong preference for working with SaaS and on-premise products.
• Proven experience managing complex enterprise accounts with multiple stakeholder types, including executive-level decision-makers and influencers.
• Demonstrated success owning and executing enterprise renewals and expansion motions, including stakeholder alignment, negotiation, and timely execution.
• Experience managing a portfolio or book of business with a measurable track record of driving retention, growth, and customer outcomes.
• A strategic, customer advocacy mindset to identify risk early, diagnose root causes, and propose effective solutions.
• Proven ability to build trusted relationships, develop customer champions, and influence direction and decisions across organizations.
• Data-enabled approach to Customer Success, with experience leveraging metrics, analytics, and insights to drive action.
• Excellent communication, presentation, and writing skills,…