Senior Customer Success Manager - DACH

About Constructor

Constructor.io powers product search and discovery for some of the largest retailers in the world. Serving billions of requests weekly, we differentiate ourselves by focusing on metrics over features and reinventing search and discovery from the ground up as a machine learning challenge aimed at lifting revenue. We are doubling year over year and work across every eCommerce vertical.

We are a passionate team of technologists who value empathy, openness, curiosity, continuous improvement, and metrics that matter.

About the Position

As a Customer Success Manager, you will join a fast-growing team helping enterprise clients boost revenue by optimizing their site and mobile search and product discovery experiences. You will serve as a strategic partner, guiding customers through onboarding, adoption, and ongoing value realization.

Key Responsibilities

• Customer Journey Ownership: Own the customer lifecycle from project kickoff, launch, and adoption through ongoing value realization.
• Executive & Cross-Functional Alignment: Build trusted relationships across complex enterprise organizations, engaging with engineering, data, and product teams as well as VP- and C-level executives.
• Value Translation: Translate technical capabilities and performance metrics into clear business value (conversion, revenue, CX, operational efficiency).
• Strategic Reviews: Plan and lead high-impact QBRs and EBRs that present measurable impact, recommendations, and strategic roadmaps.
• Escalation & Risk Management: Identify risks early, communicate business impact, and lead cross-functional escalations to quick resolution.
• Advocacy & Prioritization: Advocate for customer requirements while exercising sound judgment on engineering involvement and alternative solutions.
• Proactive Guidance: Leverage customer data and ecommerce best practices to provide actionable, strategic recommendations.
• Documentation & Process Improvement: Maintain clear account plans, stakeholder maps, and documentation while optimizing repeatable customer onboarding processes.
• Commercial Collaboration: Partner with Account Management to identify expansion opportunities and drive high retention.

Requirements

• Location: Based in EMEA, ideally in the DACH region (particularly Germany). Fluency in German is an advantage but not strictly required.
• Experience: 3+ years managing enterprise customer relationships in Customer Success, Account Management, Solutions Consulting, or a related role.
• Enterprise Acumen: Proven success navigating complex enterprise stakeholder landscapes, from technical teams to C-suite executives.
• Strategic Communication: Strong executive presence and experience leading QBRs and strategic customer discussions.
• Influence & Problem-Solving: Demonstrated ability to drive momentum without direct authority, coupled with strong technical curiosity.
• Domain Knowledge: Experience in ecommerce, digital commerce, search, or product discovery is highly valued.

Benefits

• Competitive compensation package including stock options
• Fully remote work culture (work from home)
• Work from home stipend for your home office setup
• Apple laptop provided
• Annual training and development budget
• Paid parental leave for qualified employees