Senior Customer Success Leader: Data-Driven, Executive Value

Jobtailor; Massachusetts; Hybrid; USD 90,000 - 130,000; Full time

Job summary

commercetools seeks a Customer Success Manager in the United States (Massachusetts) to own a portfolio of B2B SaaS customers, drive value realization, and lead strategic reviews. You will synthesize usage data with business outcomes and partner across Sales, Support, and Product to expand adoption.

You will communicate with C-level stakeholders, mentor teammates, and help shape the department’s long-term strategy while traveling ~25% as needed.

Qualifications

• Experience in customer success, account management, or similar role with ownership of a customer portfolio in a technical SaaS.
• Retail or e-commerce experience preferred with focus on B2B contracts and value realization.
• Blend of business and technical knowledge with strong executive-facing communication.

Responsibilities

• Support customers in maximizing value from commercetools’ composable products.
• Advise on future technology and commerce stack to meet KPIs.
• Lead strategic business reviews and collect requirements for product development.
• Collaborate cross-functionally to deliver expertise and drive adoption.
• Retain customers and increase usage of commercetools products and services.
• Mentor team members and contribute to long-term department strategy.

Skills

Customer Portfolio Management

KPI Identification

Business Value Realization

Account Health Metrics

E-Commerce Knowledge

Executive Communication Skills

Cross-Functional Collaboration

Data-Driven Storytelling

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Salesforce

Job description

commercetools seeks a Customer Success Manager in the United States (Massachusetts) to own a portfolio of B2B SaaS customers, drive value realization, and lead strategic reviews. You will synthesize usage data with business outcomes and partner across Sales, Support, and Product to expand adoption.

You will communicate with C-level stakeholders, mentor teammates, and help shape the department’s long-term strategy while traveling ~25% as needed.