Hybrid Senior Customer Success Leader — Growth & Value

commercetools; Durham (NC); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Comprehensive health benefits

Learning and development opportunities

Family Leave Plus

Equity participation program

Job summary

commercetools in Durham, NC is seeking a Customer Success Manager to bridge customers with our modern SaaS commerce products. You will work closely with support, product, and sales teams to nurture relationships and drive ongoing value.

The role requires a blend of technical understanding and sales affinity, with excellent communication skills. Expect about 25% travel and a hybrid work model, three days per week in the Durham office.

Qualifications

• Experience in customer success, account management, or similar roles with direct ownership of a customer portfolio in technical SaaS.
• Retail or e-commerce experience is a plus.
• Strong understanding of product value, B2B contracts, and value realization.
• Excellent executive communication and presentation skills with C-level audiences.

Responsibilities

• Support customers in maximizing use of commercetools products.
• Advise customers on developing their technology and commerce stack on top of our products.
• Explain business value of new features and guide customers toward ROI.
• Identify KPIs and lead engagements toward achieving them.
• Plan and conduct strategic business reviews with customers.

Skills

Customer Success

Account Management

Executive Communication

Cross-functional Collaboration

Travel Willingness

Tools

Gainsight

Salesforce

Job description

commercetools in Durham, NC is seeking a Customer Success Manager to bridge customers with our modern SaaS commerce products. You will work closely with support, product, and sales teams to nurture relationships and drive ongoing value.

The role requires a blend of technical understanding and sales affinity, with excellent communication skills. Expect about 25% travel and a hybrid work model, three days per week in the Durham office.