Strategic SaaS Customer Success Leader (Hybrid)

commercetools; Boston (MA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Comprehensive health benefits

Learning & development

Family Leave Plus

Equity participation program

Job summary

commercetools in Boston, MA, USA, is seeking a Customer Success professional to bridge the customer and our modern commerce platform. You will nurture relationships, support the post-sales journey, and ensure ongoing value realization across multiple teams.

The role combines technical insight with sales affinity, requiring strong communication and the ability to work across regions. Hybrid work includes three days in the Boston office.

Qualifications

• 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.
• A deep understanding of product value, B2B contracts, and value realization.
• A blend of business and technical knowledge to work with the different types of customers.
• A confident and convincing appearance with a high degree of customer orientation.
• Willingness to travel (approx. 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.
• Comfortable working with account health scores, usage/adoption data, and other customer metrics to proactively identify risk and drive engagement.
• Skilled at collaborating cross-functionally with Sales, Support, and Product teams to resolve customer issues and advocate for customer needs internally.

Responsibilities

• Support our customers in making the best use of our composable products.
• Advise our customers in continuously developing their future technology and commerce stack on top of the commercetools products.
• Ensure customers understand the business value of new features for their business cases.
• Identify customer KPIs and objectives and actively lead the engagement toward those.
• Plan, coordinate, and carry out strategic business reviews with our customers.
• Collect and communicate customer input and requirements for the new feature development to our Product teams.
• Work closely together with different departments within commercetools to deliver expertise and to help our customers reach their goals.
• Support our customers in growing their business on top of our products.
• Contribute to planning and executing customer and/or marketing events, such as webinars, case studies, or working groups.
• Retain existing customers and increase their consumption of commercetools products and service.
• Be viewed as an expert within the company and externally, sharing knowledge across the business and with cross functional teams.
• Lead or play a major role in the overall long-term strategy for the department.
• Develops and mentors team members while encouraging cooperation and bringing together complementary skills.

Skills

Customer success

Account management

SaaS

Executive communication

Travel willingness

Cross-functional collaboration

Gainsight

Salesforce

Tools

Gainsight

Salesforce

Job description

commercetools in Boston, MA, USA, is seeking a Customer Success professional to bridge the customer and our modern commerce platform. You will nurture relationships, support the post-sales journey, and ensure ongoing value realization across multiple teams.

The role combines technical insight with sales affinity, requiring strong communication and the ability to work across regions. Hybrid work includes three days in the Boston office.