Senior Customer Success Manager, commercetools

• 5+ years experience in either a Customer Success, Technical Consulting, Training, or Pre-sales role within a SaaS environment
• Recent and relevant retail or e-commerce experience is required (ideally having been part of a commerce re-platforming previously) including high-level technical knowledge of e-commerce solutions
• A confident and empathetic communicator in English with excellent presentation skills and a high degree of customer orientation
• A strong blend of business and technical knowledge to work with a variety of customers and stakeholders
• Willingness to travel (approx. 30%)
• A structured and proactive working style with the ability to work both independently as well as part of a cohesive team
• Team player who enjoys working in an international and growing tech/software environment with distributed team members across the globe
• Ambitious with an appetite for continuous improvement

Desirable

• We are looking for a new addition to our Customer Success team in London or Berlin to work with our customers to thoroughly understand their business and needs and help them maximize the value from commercetools
• As our Senior Customer Success Manager, you will bring the voice of the customer back to the business and act as the intermediary between the customer and commercetools.
• You will engage across internal teams like Sales, Support, Product, and Marketing, while also working closely with senior customer stakeholders and their various business units.
• You will nurture and strengthen customer relationships and take responsibility for your customers’ desired short- and long-term business outcomes to deliver on ROI and generate ongoing, meaningful business value
• Create and maintain a diverse set of relationships across customers in various industries, being chiefly responsible for positioning commercetools as a trusted strategic partner
• Manage a multimillion-euro book of business with high-value customers while understanding their strategic goals and taking an active role in helping them accomplish these
• Identify business opportunities and pursue customer growth as well as support retention goals through the delivery of value
• Partner with customers to create Strategic Customer Account Plans to accelerate their commerce targets with value at the forefront, supported by success metrics and clear governance processes
• Facilitate business reviews with decision-makers and business champions, where we demonstrate the value realized, codify corrective action plans where necessary, and plan for partnership growth
• Research customer industries to provide strategic insights and recommendations that align with customer goals. Establish yourself as a consultative partner, offering advice and insights to steer customers towards successful outcomes
• Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
• Educate and help customers understand the business value of new features in line with their business cases
• Maintain a real-time understanding of your customers and their adoption of our platform – Collecting and communicating customer input and requirements for new features to our Product team
• Act as an intermediary and orchestrate internal teams and motions across your account portfolio. In particular, you will work in lockstep with our Implementation Success team to unlock value quickly, our Expert Services team to deliver continuous improvements, as well as our Renewal Managers to ensure successful renewals
• Act as an extension of the CS Leadership team, delivering on strategic initiatives and projects to propel the CS function and business forward