Senior Customer Success Manager

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

• Support customers in making the best use of commercetools' composable products
• Advise customers on developing their future technology and commerce stack
• Ensure customers understand the business value of new features
• Identify customer KPIs and objectives and lead engagements toward them
• Plan, coordinate, and conduct strategic business reviews
• Collect and communicate customer input and requirements for new feature development to Product teams
• Collaborate with departments across commercetools to deliver expertise and help customers reach their goals
• Support customers in growing their business on commercetools products
• Contribute to customer and marketing events, including webinars, case studies, and working groups
• Retain existing customers and increase consumption of commercetools products and services
• Contribute to company objectives, principles, goals, and process improvements
• Act as an internal and external expert, sharing knowledge across the business and cross-functional teams
• Lead or play a major role in the department's long-term strategy
• Develop and mentor team members while encouraging cooperation and complementary skills

Requirements

• Experience in customer success, account management, or a similar role with direct ownership of a customer portfolio within a technical SaaS environment
• Recent and relevant retail or e-commerce experience is preferred
• Deep understanding of product value, B2B contracts, and value realization
• Blend of business and technical knowledge
• Willingness to travel approximately 25%
• Excellent executive communication and presentation skills, with proven ability to engage confidently and credibly with C-level executives
• Experience leveraging LLMs to craft compelling data-driven storytelling and insights
• Familiarity with Gainsight and Salesforce is a strong plus
• Comfort working with account health scores, usage/adoption data, and other customer metrics
• Ability to collaborate cross-functionally with Sales, Support, and Product teams
• Structured and effective working style independently and in a team
• Ability to work in an international and growing tech company with onsite and distributed team members

Core Competencies

Demonstrates expertise in customer success and account management within a technical SaaS environment, with a strong focus on leveraging data-driven insights and effective communication to drive customer engagement and value realization.

Highest-signal resume keywords

• Customer Success Management
• Technical SaaS Experience
• Executive Communication Skills
• Data-Driven Storytelling
• Cross-Functional Collaboration

Hard Skills

• Customer Portfolio Management
• KPI Identification
• Business Value Realization
• Account Health Metrics
• E-Commerce Knowledge

Soft Skills

• Mentoring
• Strategic Planning
• Effective Communication
• Team Collaboration

Industry Keywords

• B2B Contracts
• Retail Experience
• Commercetools Products
• Customer Engagement
• Product Development

Tools & Technologies

• Gainsight
• Salesforce