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Strategic Customer Success Director

1 month ago

Melbourne, Victoria, Australia commercetools Full time
Customer Success Manager

We are seeking a skilled Senior Customer Success Manager to join our team in Australia.

About the Role:

This is an exciting opportunity to work with our customers, understand their business needs, and help them maximize the value from commercetools. As a Senior Customer Success Manager, you will be the voice of the customer within our organization, acting as an intermediary between the customer and commercetools.

You will engage closely with internal teams like Sales, Support, Product, and Marketing while working with senior customer stakeholders and their various business units. Your primary goal will be to nurture and strengthen customer relationships, ensuring they achieve their desired short-term and long-term business outcomes.

Your Key Responsibilities:
  • Create and maintain diverse relationships across customers in various industries, positioning commercetools as a trusted strategic partner.
  • Manage a multimillion-dollar book of business with high-value customers, understanding their strategic goals and helping them achieve those goals.
  • Identify business opportunities and pursue customer growth, support retention goals through delivering value, and collaborate with Sales teams when needed.
  • Partner with customers to develop Strategic Customer Account Plans, accelerating commerce targets while prioritizing value, supported by success metrics and clear governance processes.
  • Facilitate business reviews with decision-makers and business champions, demonstrating realized value, codifying corrective action plans where necessary, and planning for partnership growth.
  • Conduct industry research to provide strategic insights and recommendations aligned with customer objectives, establishing yourself as a consultative partner offering advice and guidance for successful outcomes.
  • Build and foster relationships with senior executives in business, product, engineering, finance, and IT, partnering with the Account Executive and team.
  • Educate customers on the business value of new features, aligning with their business cases.
  • Maintain a real-time understanding of your customers and their adoption of our platform, collecting and communicating customer input and requirements for new features to the Product team.
  • Serve as an intermediary and orchestrate internal teams and motions across your account portfolio, working in tandem with Product, Support, and Expert Services teams to deliver continuous improvements, and collaborating with Renewal Managers for successful renewals.
  • Act as an extension of the CS Leadership team, driving strategic initiatives and projects to propel the CS function and business forward.
About You:

To succeed in this role, you should have at least 5 years of experience in either a Customer Success, Technical Consulting, Training, or Pre-sales position within a SaaS environment.

Recent and relevant retail or e-commerce experience is required, preferably having been part of a commerce re-platforming previously, along with solid technical knowledge of e-commerce solutions and familiarity with MACH-based composable commerce solutions.

A confident and empathetic communicator in English with excellent presentation skills and a high degree of customer orientation is essential.

You should also possess a strong blend of business and technical knowledge to effectively work with various customers and stakeholders, and have the ability to answer semi-technical, product-related implementation questions.

We encourage candidates willing to travel (approximately 20%) and work flexible hours to accommodate customer and internal team time zones.

An autonomous individual using a structured, proactive approach within a geographically distributed team is preferred.

We welcome team players who enjoy working in an international and growing tech/software environment with distributed team members across the globe.

Ambitious individuals with a passion for continuous improvement are ideal candidates.

Requirements:
  • At least 5 years of experience in Customer Success, Technical Consulting, Training, or Pre-sales within a SaaS environment.
  • Recent and relevant retail or e-commerce experience, preferably including solid technical knowledge of e-commerce solutions and familiarity with MACH-based composable commerce solutions.
  • Confident and empathetic communication skills in English, with excellent presentation skills and a high degree of customer orientation.
  • Strong blend of business and technical knowledge to effectively work with various customers and stakeholders.
  • Ability to answer semi-technical, product-related implementation questions.
  • Willingness to travel approximately 20% and work flexible hours to accommodate customer and internal team time zones.
  • Autonomous individual using a structured, proactive approach within a geographically distributed team.
We Offer:

A competitive compensation package consisting of salary, a stock option package, and various benefits and perks.

The opportunity to work up to 60 days per year in a country different from your home country.

A dedicated Learning & Development Budget.