Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

• Drive Results: We think big, work smart, and execute fast to transform the future of commerce
• Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
• Champion Customers: We go the extra mile for our customers to help them unlock their full potential
• Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures

The Opportunity:

We are looking for a new addition to our Customer Success team in London, Berlin or München to work with our customers to thoroughly understand their business and needs and help them maximize the value from commercetools.

As our 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.

This role offers a hybrid work environment with three days a week in our local office.

Your Mission:

• 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

• 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 and German 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
• Fluency in German

• Familiarity with similar e-commerce solutions
• Fluency in French

We care about your growth and well-being

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

️ Workation:Work u p to 60 days per year in a country different from your home country, with 20 working days per trip

Academy: Regular training sessions, access to Coursera and Babbel training courses

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

Mindset & Growth: A diverse workplace with an open, international culture, and learning environment

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company 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.

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We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to equal employment opportunity 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.