Manager, Customer Success (m/f/x)

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

• Drive Results: We think big, work smart, and execute fast to transform the future of commerce
• Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
• Champion Customers: We go the extra mile for our customers to help them unlock their full potential
• Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures

The Opportunity:

We are looking for a new addition to our Customer Success team in Europe. This person will lead a team of Customer Success Managers who are the link between customers and the most modern commerce products. 

As a senior member of the customer success management team, you will work closely with leaders in support, product development, and sales teams to develop proactive and value-focused plans for our customers.  You will be playing a key role in the strategic direction, evolution, and performance of this function at commercetools.

This role offers a hybrid work environment with three days a week in our local office.

Your Mission:

• You will lead, develop, and mentor a team of  best-in-class CSMs and  ensure that they are set up for success and are developing in their roles
• You will provide leadership and set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success. As part of this, you will own your team’s success plans, metrics on renewals, up-sell/cross-sell, and time to value.
• You will be responsible for the overall health of your portfolio by taking control of your customers and internal data, using this to identify, forecast, and mitigate risks as well as secure expansion proactively 
• You will ensure that your team takes a programmatic approach to customer success ensuring that CSMs are strategic, seen as trusted advisors and proactively guide  our customers to value and optimize this long-term
• You’ll think strategically, operate with excellence, and strive for continuous improvement working closely with leadership to execute against our CS strategy with a focus on customer value, improving health scores, driving adoption, and maximizing ROI. This will take the form of playbooks, operational process creation, metrics definition, enablement plans, etc.
• You will support your CSM, Renewal reps, and Sales colleagues in the contract renewal process identifying and nurturing expansion opportunities
• You will build trusted advisor relationships at senior levels in your team’s key accounts, helping to ensure retention, uncover opportunities for growth and constantly identifying opportunities to further drive value
• You will act as  a point of escalation internally and externally should any challenges arise and see those through to a successful resolution

What you need to succeed:

• Strong leadership and people management skills with 2+ years experience running teams and nurturing talent professionally
• Considerable experience in Customer Success roles and exposure to working with large enterprise clients
• Experience in change management and executing and operationalising transformation projects 
• A blend of business and technical knowledge to support different types of customers
• You will be adept in managing smaller teams to achieve common goals
• An ambition to grow your team in their roles and capabilities
• Excellent communication and presentation skills
• Willingness to travel up to 30% of the time

We care about your growth and well-being

💰 Competitive Compensation Package: Generous compensation structure consisting of salary, a competitive stock option package, and various benefits and perks

☀️ Workation: Work up to 60 days per year in a country different from your home country, with 20 working days per trip

💻 Learning & Development Budget

📚 Academy: Regular training sessions, access to Coursera and Babbel training courses

🙌 Our Benefits: Check them out by office here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse workplace with an open, international culture, and learning environment

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being a diverse environment and is proud to be an equal opportunity employer. If your professional profile aligns with our specific hiring requirements and Guiding Stars, we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.