At a Glance
- Tasks: Guide enterprise clients to maximise value from our innovative commerce architecture.
- Company: Join commercetools, a leader in the future of commerce innovation.
- Benefits: Comprehensive health benefits, learning opportunities, and equity participation.
- Other info: Hybrid role with a vibrant, inclusive culture and global impact.
- Why this job: Shape the future of commerce while building strong partnerships with major brands.
- Qualifications: 5+ years in tech with proven success in customer success or consulting.
The predicted salary is between 59400 - 72600 £ per year.
About commercetools
Real innovation starts with a strong foundation, and at commercetools, that comes from the perfect balance of our product and our people. Behind every leap forward is a collective of builders, explorers, doers, makers, and problem-solvers. Together they are the engine of commerce innovation today. At commercetools, we power the next era of commerce for our customers. Whether it’s AI-driven solutions that help enterprises make smarter business decisions, bridging digital and physical shopping experiences, or enabling entirely new ways for industries to connect with their customers, we help the world’s most ambitious companies experiment, scale, and grow without limits.
About our Customer Success team
Hello, I am Gareth, the Head of Customer Success UK/Ire & Nordics here at commercetools. My team is dedicated to building deep, consultative partnerships within the Enterprise space. Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next Senior CSM in EMEA as we continue to grow the team.
In this role, you’ll serve as the vital link between our customers and the most modern commerce products on the market. You will partner with our largest and most complex enterprise accounts, focusing on account health, post-sales adoption, and positioning commercetools as a trusted, strategic partner. You’ll work closely with our internal support, product development, and sales teams to pave the best path forward for our clients. Because commercetools is powerful, modern, and highly flexible, you’ll leverage your deep technical understanding, sales affinity, and top-tier communication skills to help major brands architect exceptional commerce workflows and achieve long-term value. Beyond account management, you’ll actively contribute to shaping and growing our Customer Success practice both regionally and globally.
Your Impact
- Guide enterprise clients in maximizing the value of our agentic commerce architecture, including Composable Commerce, Frontend, and Connect, helping them build flexible, future-proof tech stacks.
- Translate new product features and capabilities into clear business outcomes, aligning them directly with each customer's strategic goals and core ROI metrics.
- Proactively drive account engagements, leading high-impact Strategic Business Reviews (SBRs) to retain clients, boost platform consumption, and accelerate long-term growth.
- Partner closely with Product Management to advocate for customer needs, providing critical feedback to shape the roadmap for our latest product innovations.
- Collaborate seamlessly across Sales, Product, 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, showcasing customer success and driving community engagement.
- Play a pivotal role in refining global Customer Success frameworks, driving internal process improvements, and shaping the department’s long-term operational strategy.
- Act as a recognized domain expert internally and externally, mentoring team members, fostering cross-functional collaboration, and elevating collective CS practice standards.
This role is hybrid, with three days a week spent in our London office.
What Sets You Apart
- 5+ Years in High-Touch Tech with proven success in CS, pre-sales, or technical consulting, ideally within e-commerce or retail.
- Technical depth in modern API-first/headless tech, paired with the business acumen to turn complex tech into high-impact ROI.
- A bold, trusted advisor who navigates C-suite discussions, shapes client strategy, and drives expansion effortlessly.
- A structured, agile approach to managing complex accounts independently and across global, cross-functional squads.
- A collaborative team player ready to thrive in a fast-scaled, international tech culture, willing to travel up to 50% to build high-value client connections.
Nice to Have:
- Additional European language skills.
Our Benefits
Because work and life are connected, our benefits are too. We’ve designed them to give you the security, flexibility, and opportunities you need to focus on what matters most.
- Comprehensive health benefits for you and your dependents, including access to OpenUp for personalized mental health support.
- Learning and development opportunities including an annual learning budget, access to self-paced learning platforms and language training, personalized coaching, mentorship, and leadership programs.
- Family Leave Plus gives you additional fully paid weeks of parental leave on top of government-provided leave, so you can spend more time with your new addition.
- Our equity participation program allows you to share in our success.
Come as you are. Build with us. Your unique perspective is essential to our success. We are committed to building a team that reflects the world around us because we know it’s the only way to build the future. We celebrate our differences and have created a hiring process that’s fair, inclusive, and designed to let your talent shine. We proudly welcome applicants of every race, color, religion, gender identity, sexual orientation, age, and any other part of your identity that makes you who you are. As an equal opportunity employer, we believe that our strength lies in our diversity, and we invite you to be a part of our global community.
Senior Customer Success Manager employer: commercetools
At commercetools, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to innovate and grow. With comprehensive health benefits, generous family leave, and a strong focus on learning and development, we provide the tools and support necessary for you to thrive in your role as Head of Product – Agentic Offerings. Our hybrid work model in vibrant locations like Berlin, Valencia, or London ensures a balanced approach to work and life, making us an exceptional employer for those looking to make a meaningful impact in the world of commerce.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at commercetools. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like commercetools before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to commercetools:Your cover letter is your chance to shine! Tell us why you want to work at commercetools specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at commercetools!
How to prepare for a job interview at commercetools
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
