Senior Customer Success Manager

• Support customers in making the best use of commerce tools' composable products
• Advise customers on developing their future technology and commerce stack
• Ensure customers understand the business value of new features
• Identify customer KPIs and objectives and lead engagements toward them
• Plan, coordinate, and conduct strategic business reviews
• Collect and communicate customer input and requirements for new feature development to Product teams
• Collaborate with departments across commerce tools to deliver expertise and help customers reach their goals
• Support customers in growing their business on commerce tools products
• Contribute to customer and marketing events, including webinars, case studies, and working groups
• Retain existing customers and increase consumption of commerce tools products and services
• Contribute to company objectives, principles, goals, and process improvements
• Act as an internal and external expert, sharing knowledge across the business and cross-functional teams
• Lead or play a major role in the department's long-term strategy
• Develop and mentor team members while encouraging cooperation and complementary skills

• Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio within a technical SaaS environment
• Recent and relevant retail or e-commerce experience is preferred
• Deep understanding of product value, B2B contracts, and value realization
• Blend of business and technical knowledge
• Willingness to travel approximately 25%
• Excellent executive communication and presentation skills, with proven ability to engage confidently and credibly with C-level executives
• Experience leveraging LLMs to craft compelling data-driven storytelling and insights
• Familiarity with Gainsight and Salesforce is a strong plus
• Comfort working with account health scores, usage/adoption data, and other customer metrics
• Ability to collaborate cross-functionally with Sales, Support, and Product teams
• Structured and effective working style independently and in a team
• Ability to work in an international and growing tech company with onsite and distributed team members

Demonstrates expertise in customer success and account management within a technical SaaS environment, with a strong focus on leveraging data-driven insights and effective communication to drive customer engagement and value realization.

• Customer Success Management
• Technical SaaS Experience
• Executive Communication Skills
• Data-Driven Storytelling
• Cross-Functional Collaboration

• Customer Portfolio Management
• KPI Identification
• Business Value Realization
• Account Health Metrics
• E-Commerce Knowledge

• Mentoring
• Strategic Planning
• Effective Communication
• Team Collaboration

• B2B Contracts
• Retail Experience
• Commercetools Products
• Customer Engagement
• Product Development

• Gainsight
• Salesforce