Customer Success Manager

6 months ago

Melbourne, Australia commercetools Full time

At commercetools, we are:
**Engaged**: We didn't become the fastest growing, highest ever valued SaaS software company in digital commerce with nearly 100% year-over-year growth by sitting on the sidelines.

**Inspired**: We continually explore what's possible. As the founder of the headless commerce concept, the leader in true composable commerce, and the visionaries behind MACH® — our patented tech has radically disrupted the world of enterprise ecommerce software. And we are just getting started

**Valued**: Intelligent, resilient, passionate individuals hailing from over 50 countries across the globe, speaking over 43

**The Opportunity**:
The Customer Success Manager is a hands-on, customer-facing role focused on ensuring our customers make the best use of our microservices-based, API-first technology, cloud-native and headless Composable Commerce platform and Frontend.

This role will be responsible for creating and maintaining a diverse set of relationships across a wide mix of customers operating in many different industries, and is chiefly responsible for positioning commercetools as trusted, strategic partners with our customers.

In addition, the role is expected to actively contribute to and support the growth and development of the Customer Success practice both regionally and globally.

**Your Mission**:

- Support, advise, and guide your customers in developing their future technology and e-commerce stack on top of our microservices-based, API-first technology, cloud-native and headless Composable Commerce platform and Frontend
- Represent your customers and their needs within commercetools; communicate customer feature requirements and use cases to internal Product teams
- Understand your customer's business objectives and how they will be measured
- Plan, coordinate and carry out strategic business reviews with your customers
- Educate and help customers to understand the business value of new commercetools features in line with their business objectives
- Work closely together with different departments across commercetools to deliver expertise and to help your customers to reach their goals
- 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 services

**What you need to succeed**:

- 3+ years experience in either a Customer Success, Technical Consulting, Training or Pre-sales role within a SaaS environment working with a diverse customer base
- A confident, articulate and empathetic communicator with excellent presentation skills and a high degree of customer orientation, including the ability to be 'firm but fair' when needed
- Stakeholder management skills that balance consultation with direction
- Recent and relevant retail or eCommerce experience (ideally having been part of a commerce replatforming previously)
- A blend of business and technical knowledge to support different types of customers. E.g. experience with technical topics such as APIs, high-level architectures, etc.; and familiarity with common commerce-related vendors, platforms, and implementation partners is advantageous
- Ambition to grow yourself continually improve ways of working
- Be a true team player and enjoy working in an international, growing tech/software environment with geographically distributed colleagues
- Willingness to travel up to 25%
- Fluent in English; more languages are a plus

**Team Values**:

- _Positivity._ Negativity is the enemy of progress.
- _Trust & Transparency._ Promote direct and continuous feedback.
- _Learning_**_. _**Be proud if you've failed at something. Think big, start small, learn fast

**_ We care about your Growth and Well-being_**

**Competitive compensation package**:Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks
- **️ Remote Work**:Up to 60 days/year from a country different from your base country

**Open Learning & Development Budget**

**ct** Academy**:Regular internal training sessions

**Our Benefits**:Check them out_ _here_
- ️ **Flexibility**: Morning person or night owl? We believe in outcome and motivated employees

**Mindset & Growth**:A diverse workspace with an open, international culture & learning environment

**_ Are you ready? Come grow with us_**

*** Are you looking for something else? **Check out our** **Career Page **and our **Website** **for more information.**:

- 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 _**_opportunities _**_employer_**_. If your professional profile aligns with our specific hiring requirements and company culture, then we encourage you to ap

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