Senior Customer Success Manager

This is a fully remote position, open to applicants in Germany, +1 more country.

📋 Description

• Take ownership of the customer journey from the initiation of the project, through launch, adoption, and ongoing value realization, ensuring customers achieve significant business results and are pleased with the partnership.

• Develop trusted relationships within complex enterprise organizations, engaging stakeholders ranging from engineers and data/product teams to ecommerce, digital, product, and technology executives.

• Comprehend customer personas and align both technical and business stakeholders around a unified success plan.

• Convert technical concepts, product capabilities, and performance metrics into business value linked to conversion, revenue, customer experience, and operational efficiency.

• Organize and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), communicate measurable impacts, facilitate strategic discussions, make recommendations, and align priorities and next steps.

• Recognize risks, obstacles, and evolving customer priorities; lead escalations and maintain customer confidence until resolutions are achieved.

• Advocate for customer requirements and make informed decisions regarding engineering engagement, prioritization, and alternative solutions.

• Utilize customer insights, performance analytics, and ecommerce best practices to deliver proactive strategic recommendations.

• Keep success plans, stakeholder maps, account documentation, training materials, and agreed actions up to date.

• Collaborate with Account Management to promote retention and growth, demonstrate value, strengthen executive relationships, and identify expansion opportunities.

• Continuously enhance onboarding, integration, and customer support processes by sharing scalable best practices.

⛳️ Requirements

• Located in EMEA, preferably in the DACH region—especially Germany. Fluency in German is a plus but not mandatory.

• A minimum of three years of experience managing relationships with enterprise customers in Customer Success, Account Management, Solutions Consulting, or a comparable customer-facing role.

• Proven experience working with complex enterprise organizations and establishing trusted relationships with stakeholders, including technical teams, product leaders, Ecommerce Directors, VPs, and C-level executives.

• Strong executive presence and the confidence to lead strategic discussions with customers, including QBRs and EBRs.

• Exceptional influencing and stakeholder management skills, including the ability to create momentum and drive progress without direct authority.

• Excellent problem-solving abilities, intellectual curiosity, and a quick learning aptitude in a fast-paced, technically advanced environment.

• Experience in ecommerce, digital commerce, search, product discovery, or a related field is highly regarded.

🏝️ Benefits

• A competitive compensation package that includes stock options.

• Fully remote team - you can choose your place of residence.

• Home office stipend.

• Apple laptops provided for new hires.

• Annual training and development budget for every employee.

• Parental leave for eligible employees.

• Collaborate with intelligent colleagues who will support your growth and enable you to make a significant impact.

• Commitment to Diversity, Equity, and Inclusion at Constructor.