Senior Customer Success Manager
About the job
- At least five years of experience in a high-touch technology environment with demonstrated success in Customer Success, pre-sales, or technical consulting, ideally in e-commerce or retail.
- Native-level German and business-fluent English communication skills.
- Deep technical understanding of modern API-first and headless technologies, combined with business acumen and the ability to translate complex technologies into measurable return on investment.
- Ability to act as a persuasive and trusted advisor, conduct C-level conversations, help shape customer strategies, and identify and develop expansion opportunities.
- Structured and agile working style, with the ability to independently manage complex accounts across global, cross-functional teams.
- Willingness to travel up to 50% to build and maintain customer relationships.
- Help enterprise customers maximize the value of the company’s agentic-commerce architecture, including composable commerce, frontend, and Connect, and build flexible, future-proof technology stacks.
- Translate new product features and capabilities into clear business outcomes aligned with each customer’s strategic goals and key return-on-investment metrics.
- Proactively advance customer relationships and lead impactful Strategic Business Reviews to strengthen retention, increase platform usage, and accelerate long-term growth.
- Work closely with product management to represent customer needs and provide feedback that shapes the roadmap for product innovations.
- Collaborate cross-functionally with Sales, Product, and Support to secure the long-term success of enterprise customers through technical and commercial expertise.
- Represent the company in webinars, customer case studies, and advisory boards to showcase customer success and foster community engagement.
- Help further develop global Customer Success frameworks, drive internal process improvements, and shape the department’s long-term operating strategy.
- Act internally and externally as a recognized subject-matter expert, mentor team members, promote cross-functional collaboration, and raise the shared standards of the Customer Success practice.
- Serve as an escalation point and work with Product Support to resolve issues quickly and professionally.
- Additional language skills, specifically French or Spanish.
About the company
Commercetools provides a cloud-based eCommerce platform built around an API-first architecture. It helps businesses create and manage online stores by offering modular services accessed through APIs, including GraphQL, REST, and other integrations, enabling easy connection with existing systems and scalable performance. The platform supports core eCommerce functions such as catalogs, carts, orders, and customer data, all delivered via a cloud-based, subscription-priced service that can scale to different business sizes. What sets Commercetools apart from competitors is its API-first, headless approach that emphasizes flexible integrations and modern technologies to tailor digital commerce experiences across channels and systems. The company's goal is to enable businesses of all sizes to build, deploy, and scale digital commerce quickly and efficiently through a flexible, API-driven platform.
Company Size
501-1,000
Company Stage
Series C
Total Funding
$300.8M
Headquarters
Munich, Germany
Founded
2006
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Simplify's Take
What believers are saying
- July 15, 2026 modular Core Commerce and Product Catalog reduce buyer implementation risk.
- June 2026 Mirion partnership expands AI-driven B2B automation and faster quote-to-order cycles.
- CHRIST's 2026 rollout across Germany, Austria, and the Netherlands validates omnichannel demand.
What critics are saying
- February 2025 layoffs cut roughly 10% after missed growth targets, signaling execution pressure.
- Executive turnover in CFO and CRO roles weakens enterprise sales through 2026 pipeline renewals.
- If Sphere underdelivers, AI-commerce hype commoditizes commercetools into a migration-services vendor.
What makes Commercetools unique
- Sphere is API-native, enabling autonomous commerce without full replatforming.
- More than 600 brands process over €120 billion annualized GMV on commercetools.
- B2B Intake Agent converts emails and PDFs into quotes and carts in minutes.
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Benefits
🩺 100% covered medical, dental & vision insurance
💰 401k with company match
☀️ Up to 60 days/year of remote work
💻 Open learning & development budget
🌴 Generous PTO, vacation, parental leave, holiday & etc
Growth & Insights and Company News
6 month growth
0%1 year growth
1%2 year growth
2%commercetools has appointed Katy Hiller as chief marketing officer to lead its global marketing strategy as the company enters its next growth phase. Hiller brings over 20 years of B2B technology marketing experience. She joins from Unily, where she served as CMO and established the company as a pioneer in AI employee experience. Previously, she spent seven years at Sonatype, rising to CMO and contributing to triple-digit revenue growth during her tenure. At commercetools, Hiller will oversee brand, communications, product and field marketing, and demand generation. Her appointment comes as the company positions itself in the AI-driven commerce market, having recently introduced its vision for autonomous commerce and unveiled its Sphere platform. The company serves more than 500 global brands processing over $100 billion in annualised GMV.
commercetools appoints Katy Hiller as CMO. October 6, 2026 commercetools has appointed Katy Hiller as Chief Marketing Officer (CMO). commercetools says the appointment strengthens the executive leadership team as the digital commerce AI company enters its next phase of global growth. Hiller brings more than 20 years of B2B technology marketing experience in growth, go-to-market strategy and building high-performing teams. She joins commercetools from Unily, where, as CMO, she positioned the company as a leader in AI-powered employee experience. The company expanded into new markets, secured leading analyst recognition and drove commercial growth. Before that, she spent seven years at software supply chain company Sonatype. Rising through marketing leadership roles to become CMO. Hiller helped the company achieve triple-digit revenue growth during her tenure. At commercetools, Hiller will lead the company's global marketing strategy, with responsibility for brand, communications, product and field marketing, and demand generation. Her appointment comes as AI reshapes how consumers discover and buy products and how enterprises operate their commerce businesses. commercetools helps enterprises navigate that shift by modernising existing commerce operations while preparing for increasingly agentic and autonomous buying journeys. AI is a fundamental change. "Commerce is entering a period of fundamental change as AI reshapes how consumers shop and how businesses operate," said Doug McNary, Chief Executive Officer at commercetools. "Katy understands how to turn major shifts in technology into clear market positioning and sustainable growth. She has a proven track record of building high-performing global teams and connecting marketing directly to commercial results. That combination will be critical as we take commercetools into its next phase of growth." In 2026, commercetools introduced its vision for autonomous commerce. It creates a business environment where AI systems can make and execute commerce decisions in real time within business-defined rules and boundaries. The company also unveiled Sphere as its enterprise platform for autonomous commerce. The company has since expanded the ways enterprises can participate in AI-powered commerce through AI Hub and AgenticLift. While giving businesses the flexibility to modernize their commerce infrastructure at their own pace. Katy Hiller, Chief Marketing Officer at commercetools said, "What attracted me to the company is the combination commercetools has spent more than a decade challenging how enterprise commerce is built. AI is creating another defining moment for the industry," of a strong technology foundation, ambitious customers. In addition to a clear point of view on where commerce is going next. My focus will be on turning that into an even stronger global brand and growth engine. Ensuring commercetools leads in this next era of commerce." Enterprise Times: What this means for businesses. Katy Hiller's appointment signals that commercetools is sharpening its focus on global growth as AI transforms digital commerce. For businesses, her experience in go-to-market strategy, brand building and demand generation could result in clearer guidance and stronger market positioning. In addition to more accessible solutions for modernising commerce operations. It also suggests that commercetools intends to help enterprises adopt autonomous and agent-led commerce at a manageable pace. This should give businesses greater flexibility to improve customer experiences, operate more efficiently and respond to new buying behaviours.
CHRIST chooses fulfillmenttools and commercetools for a future-proof commerce architecture. Cologne. Cologne (ots) - CHRIST Juweliere und Uhrmacher, one of Europe's most renowned jewelry retailers, is partnering with fulfillmenttools to transform the way it manages and orchestrates orders across its retail network. CHRIST is implementing the Agentic Order Management System (OMS) - as part of a broader transformation in which the retailer is building a modular, future-proof commerce architecture powered by commercetools Sphere, the autonomous commerce platform. The new system landscape spans stores and digital channels across Germany, Austria and the Netherlands. Breaking free from monolithic constraints For internationally operating retailers, the ability to respond flexibly and quickly to customer demand is a key success factor. This is especially true in the jewellery trade, which is shaped by specific requirements: high-value products, complex inventory structures, and customers who expect a first-class, seamless shopping experience at every touchpoint. CHRIST has built a strong operational foundation over many years. But as the retail landscape has changed, so have the requirements. A monolithic system architecture alone no longer offers the flexibility needed to ensure a seamless omnichannel experience. In particular, managing orders across channels and countries - spanning stores and online shops - now calls for a modular, scalable approach. Thanks to fulfillmenttools' Advanced Order Routing, CHRIST can provide reliable availability and delivery information across all channels in real time. Whether online or in store, customers receive accurate and consistent information at all times. The result: greater operational flexibility and a noticeably improved shopping experience across every touchpoint. "Order management is the heart and brain of any omnichannel architecture - ultimately, it is the decisive factor for differentiation and customer experience. In fulfillmenttools, we have found the right partner to make that a reality. This is an important milestone on our path toward a more agile and future-proof commerce landscape - one that gives us the modularity we need to evolve quickly and meet our customers' expectations as a premium jewellery retailer," - Michael Berghoff, Chief Digital Officer at CHRIST A modular path into the future Rather than replacing its core systems entirely, CHRIST opted for a targeted, architecture-driven approach. By gradually decoupling central components and implementing commercetools Sphere as the API-native commerce platform alongside a headless-enabled ERP system, the company creates the technical foundation to integrate best-of-breed solutions exactly where they add the most value. KPS, a long-term partner of CHRIST, plays a central role here, contributing deep retail expertise and guiding the architectural decisions that make the transformation sustainable and scalable. fulfillmenttools serves as the central instance for orchestrating order management, ensuring that every order - regardless of its origin - is intelligently steered and efficiently fulfilled across CHRIST's European network. "With our Agentic OMS, we help CHRIST unlock the full potential of its omnichannel strategy: through greater agility, smarter fulfillment decisions, and the flexibility to scale across markets. Together, we are building the foundation for a future-ready commerce architecture that supports CHRIST's continued growth," - Linda Kuhr, Managing Director at fulfillmenttools About CHRIST The market-leading jewellery company CHRIST is the first address for high-quality jewellery and watchmaking. Since 1863, CHRIST has offered rich jeweller's expertise and the highest quality, reflected in the CHRIST fine-jewellery collections across diamond, gold and silver. As a trusted partner, CHRIST also offers a fascinating variety of wedding rings, bridal jewellery and timeless symbols of love. Its watch segment comprises renowned names and international brands. CHRIST stands for exclusive service and excellent advisory expertise and currently employs more than 2,000 people. About fulfillmenttools fulfillmenttools offers an agentic order management system that unites fulfillment processes with AI-driven decision-making. The platform replaces rigid rules with embedded AI agents that automate decisions across the entire order lifecycle - from routing and delivery promises to exception handling. This enables retailers and brands worldwide to improve the order experience for their customers, increase efficiency, and thereby grow revenue and profitability. Its MACH-certified, API-first architecture brings inventory, orders and fulfillment together in a central decision layer. The result: a smarter, faster and more resilient fulfillment system that continuously evolves. Contact. Create your account for free to access the MediaConnect communicators contacts
commercetools has launched modular commerce offerings allowing enterprises to modernise without full platform replacement. Core Commerce and Product Catalog are now available as standalone modules, reducing implementation risk and accelerating time-to-value. Core Commerce delivers enterprise-grade cart and order management, checkout, customer management, and B2B-native capabilities designed to handle Black Friday-scale peaks. Product Catalog provides enterprise-scale product modelling, pricing, inventory, and catalogue management supporting millions of SKUs. The modules integrate with existing technology investments, allowing organisations to modernise the transactional layer and product catalogue whilst maintaining their current commerce stack. Built on commercetools' API-native platform Sphere, both modules are designed to support AI-powered and autonomous commerce adoption. Chief executive Doug McNary said the modular approach lets enterprises modernise at their own pace whilst building a foundation for AI-powered commerce. More than 600 global brands use commercetools, processing over €120 billion in annualised GMV.
commercetools launches modular commerce offerings, enabling enterprises to modernize without a full replatform. Serena Chaudhry Pandey Global Communications Manager, commercetools * Enterprises can modernize critical commerce capabilities without replacing their existing commerce platform. * Core Commerce and Product Catalog are now available as standalone modules, reducing implementation risk and accelerating time-to-value. * Built on Sphere, commercetools' API-native platform, the new modules lower the barrier for enterprises to adopt AI-powered and autonomous commerce. BOSTON - JULY 15, 2026 - commercetools, the global leader in autonomous commerce, today announced new standalone commerce offerings for cart, order management and product catalog, enabling enterprises to reduce the cost, complexity and time required to modernize digital commerce by adopting individual capabilities without replacing their existing platforms. For years, organizations looking to modernize digital commerce have faced an all-or-nothing decision: undertake a complex, multi-year replatforming project or continue operating on legacy technology. As AI accelerates the pace of commerce innovation, either approach is becoming increasingly difficult to justify. commercetools is offering modular solutions that change that model. With Core Commerce and Product Catalog, enterprises can now adopt high-value commerce capabilities as independent modules that integrate with their existing technology stack. This enables businesses to modernize incrementally, reduce implementation time and realize business value faster, while maintaining a seamless path to the complete commercetools products as their needs evolve. As the pace of commerce innovation accelerates, companies can no longer afford to wait years to modernize. Enterprises want to solve immediate business problems, prove value quickly and evolve over time. Its new modular offerings let them modernize at their own pace while building a foundation that's ready for the future of AI-powered and autonomous commerce. Doug McNary Chief Executive Officer, commercetools The launch introduces two standalone offerings: * Core Commerce: Delivers enterprise-grade cart and order management, checkout and customer management and B2B-native capabilities, and is designed to handle Black Friday-scale peaks without performance degradation. * Product Catalog: Provides enterprise-scale product modeling, pricing, inventory and catalog management capable of supporting millions of SKUs, with built-in search and pricing. Each module is designed to integrate with existing technology investments, allowing organizations to modernize the transactional layer and product catalog while keeping the rest of their commerce stack intact. Importantly, the modules provide a path for enterprises to adopt AI-assisted and agentic commerce more quickly, with built-in capabilities for structured, machine-readable product data and transaction-ready agentic ecosystems. Built on Sphere, the same API-native platform trusted by the world's leading brands, Core Commerce and Product Catalog deliver proven scalability, enterprise-grade security and unparalleled flexibility. The announcement builds on commercetools' strategy to reduce barriers to enterprise commerce modernization, as organizations increasingly prefer to modernize incrementally through best-of-breed capabilities. It follows the launch of commercetools for Builders and Commerce Integration Layer, which lower the technical barriers to creating modern commerce experiences. The new modular offerings minimize the commercial barriers, helping enterprises deliver immediate business value while preserving existing investments. Core Commerce and Product Catalog are available immediately for new customers. Enterprises can start according to their needs, choosing Core Commerce to streamline the transactional layer, develop an enterprise-scale Product Catalog, and expand over time to the full commercetools platform as their commerce strategy evolves. About commercetools. commercetools provides the leading autonomous commerce platform, helping enterprises transform digital commerce for the AI era. Built API-native from the start and AI-first by design, its technology enables agentic shopping experiences, automates commerce operations and gives businesses the agility to modernize faster, innovate continuously and operate more intelligently. More than 600 global brands, retailers and enterprise companies rely on commercetools to power digital commerce. Together, they process more than €120 billion in annualized GMV, over 700 million orders and more than one billion customer records on its platform. Serena Chaudhry Pandey Global Communications Manager, commercetools Serena has spent two decades helping organisations make sense of complex global events and technologies. A former BBC News and Reuters journalist and war correspondent, she covered conflict, politics and business across Africa, Europe, the Middle East and South Asia before moving into AI and enterprise technology.