Senior Customer Success Manager

WHO IS SPRYKER?

Spryker was founded to address the limitations of rigid, monolithic commerce platforms by providing a modular, headless, and API-first solution. Our technology enables businesses to quickly build, scale, and customize digital commerce experiences across B2B, B2C, and marketplace models.

We are trusted by industry leaders such as Ricoh, Siemens, Daimler, BOSCH, ZF, Hilti, and ALDI. Beyond technology, we offer unparalleled collaboration and co-innovation, working closely with our clients to achieve exceptional outcomes. This commitment makes us the partner of choice, even when compared to the largest competitors in the market.

Read more happy stories from our customers and see what is being said about us by the analysts.

At Spryker, Customer Success is not just about retention, it's about measurable business impact. As part of our Value Delivery & Experience Team, you will help some of the world's leading enterprises accelerate their digital transformation through Spryker's composable B2B commerce platform.

You'll join a diverse team known for its collaborative, low-ego culture and its deep partnership with customers. We empower every CSM to drive strategic value, become a trusted commerce advisor, and help our customers unlock the full power of Spryker's ecosystem.

YOUR ROLE

As a Senior Customer Success Manager at Spryker, reporting to Pablo Kern (Senior Director Customer Success), your success will be measured by customer outcomes, not activity.

You will:

Deliver Measurable Customer Impact

• Drive value realization by ensuring Spryker adoption leads to tangible ROI, efficiency gains, faster time-to-market, and new digital revenue streams.
• Build and execute success plans tied to retention, expansion, and advocacy.
• Partner with executive stakeholders to align Spryker with their KPIs, operational priorities, and digital transformation goals.

Be a Trusted B2B Commerce Advisor

• Act as a strategic consultant on scalable B2B commerce models across multi-channel, marketplace, and D2C scenarios.
• Apply deep understanding of the digital commerce ecosystem, including catalog, pricing, ordering, and key integrations (ERP, CRM, OMS, PIM, CMS).
• Guide customers on best practices for experience design, operational scalability, and high-performing B2B processes.

Become a Product & Platform Expert

• Develop strong expertise in Spryker's API-first, modular, cloud-native architecture.
• Translate complex technical capabilities into clear business value narratives for diverse audiences.
• Collaborate with Product, Engineering, and Partner teams to elevate customer needs and influence roadmap priorities.

Drive Strategic Growth & Retention

• Uncover and execute expansion opportunities across products and services.
• Identify risks early and lead proactive intervention strategies.
• Foster customer advocacy through measurable impact, success stories, and long-term strategic partnership.

OUR EXPECTATIONS

Experience & Expertise

• 5+ years in Customer Success, Account Management, or Consulting within enterprise B2B commerce, SaaS, or composable platforms.
• Proven ability to drive adoption, value realization, retention, and growth within complex, multi-stakeholder organizations.
• Technical fluency in modern API-driven, cloud-native architectures and the ability to map business goals to scalable platform solutions.
• Confident engagement with both executive and technical stakeholders throughout the entire customer lifecycle.

Strategic & Consultative Skills

• Excellent communication skills, able to simplify complex concepts for business relevance.
• Strong program and project management capabilities with a focus on measurable outcomes.
• Trusted advisor mindset with the ability to influence, align priorities, and drive value.
• Analytical, data-oriented, and capable of defining and interpreting success metrics.

Mindset & Attributes

• Passionate about driving true business transformation through digital commerce.
• Curious, growth-oriented, and committed to becoming a Spryker product expert.
• Resilient, proactive, and solution-focused in dynamic or challenging environments.
• Collaborative team player with a low-ego, ownership mentality aligned with Spryker's culture.
• Excited by AI, automation, and emerging technologies shaping modern commerce.
• Fluency in English and German; additional languages are a plus.#LI-Remote

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