Senior Customer Success Manager (m/f/x) at commercetools

Department: Customer

Language

Setup: Hybrid
Location: Berlin
Type: Full-time
Level: senior
Posted: Sep 9, 2026

Description

The Senior Customer Success Manager will manage commercetools’ largest and most complex enterprise customers, focusing on account health, post-sales adoption, strategic business reviews, customer retention, and long-term growth. The role requires deep technical knowledge of modern API-first and headless commerce technologies, strong communication in German and English, and the ability to advise customers, collaborate with Product, Sales, and Support, and contribute to global Customer Success frameworks. The position is based in EMEA and requires travel of up to 50%.

Required Skills

Account health
Post-sales adoption
Strategic reviews
API-first technologies
Business acumen
C-level advising
German and English

Additional Information

Required Previous Experiences: At least five years of experience in a high-touch technology environment, with a proven track record in Customer Success, Pre-Sales, or Technical Consulting, ideally in e-commerce or retail.
Preferred Qualifications: Native-level German and business-fluent English
Deep technical understanding of modern API-first and headless technologies, business acumen, and the ability to translate complex technologies into measurable ROI
Ability to act as a persuasive and trusted advisor, lead C-level conversations, shape customer strategies, and identify expansion opportunities
Structured and agile work approach with the ability to independently manage complex accounts across global, cross-functional teams
Team-oriented personality, willingness to thrive in an international technology culture, and willingness to travel up to 50%
Additional language skills in French or Spanish
Translation Company Name: commercetools

About commercetools

commercetools

Digital CommerceMunich, DE501-1000

commercetools provides enterprise commerce infrastructure and a platform for running commerce experiences across online, in-store, in-chat and agent-to-agent channels. The platform is used by enterprises: more than 500 enterprise customers in over 50 countries trust it with mission-critical operations. Its careers page describes a hybrid-first approach, with employees near offices working together in person three days per week.