Senior Customer Success Manager

Role Overview

Senior Customer Success Manager (CSM) for the Enterprise segment in EMEA. You will be the key link between customers and commercetools’ modern commerce products—partnering with large and complex enterprise accounts to drive adoption, account health, and long-term value.

Your Impact

• Guide enterprise clients to maximize value from commercetools’ agentic commerce architecture, including Composable Commerce, Frontend, and Connect, to build flexible and future-proof tech stacks
• Translate new product features into business outcomes, aligning with each customer’s strategic goals and ROI metrics
• Proactively drive customer engagements by leading Strategic Business Reviews (SBRs) to retain clients, increase platform consumption, and accelerate long-term growth
• Partner with Product Management to advocate for customer needs and influence the roadmap
• Collaborate with Sales and Support to deliver deep technical and commercial expertise that keeps enterprise accounts thriving
• Represent commercetools in webinars, customer case studies, and advisory working groups to drive community engagement
• Help refine global Customer Success frameworks and drive internal process improvements

Requirements

• Not explicitly stated in the provided posting (only responsibilities and team context were included).