Customer Success Manager III

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

As a Customer Success Manager III , you act as a trusted advisor and strategic partner to a portfolio of mid-market and enterprise customers across Europe. You are responsible for driving customer value, adoption, retention, and growth by aligning customer business objectives with our solutions.

This role combines hands-on customer engagement with executive-level stakeholder management, ensuring long-term partnerships and measurable outcomes across complex organisations.

You will work cross-functionally with sales, product, and delivery teams to deliver a consistent and high-quality customer experience throughout the customer lifecycle.
Essential Responsibilities / Duties 

Develop and maintain long-term customer relationships as the leader of the ongoing account team for customers based throughout Europe 

Build and maintain relationships at the executive level, both with the customer and within SPS 

Increase customer lifetime value by monitoring customer trading partner onboarding, additions and adoption 

Lead regular business reviews (e.g., QBRs/EBRs) with clear outcomes and next steps 

Identify opportunities to expand customer value (cross-sell, upsell, adoption growth) 

Maximize customer lifetime value by aligning with customer to understand their business goals and objectives, creating and managing plans for how SPS and customers achieve that value 

Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams 

Accountable for 20-25 accounts in portfolio at any given time which is a portfolio of mid-market and large enterprise accounts 

Lead change management events 

Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience 

Serve as the go-to person within SPS and the customer organization for general status and updates 

Monitor and facilitate the customer’s adoption of SPS product features and functions in relation to the customer's overall business needs  
 

Location: 

Fully remote role within Germany 

Minimum Requirements 

5+ years of experience in Customer Success, Account Management, or Consulting, ideally in SaaS or technology 

Excellent verbal and written communication skills in German and English 

Proven ability to manage mid-market and enterprise customers 

Proven success collaborating and building strong relationships with customers 

Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews 

Strong presentation skills 

Excellent organization and time management skills 

Experience with complex, multi-stakeholder environments 

Ability to quickly assess and reassess priorities in a changing environment 

Strong listening skills with a thoughtful approach to addressing customer pain points 

Proven ability to manage customer escalations and drive to desired outcome 
 
 

Preferred Experience 

Proven success driving organization wide initiatives 

Experience in SaaS, retail, supply chain, or digital platforms 

Background in SaaS, consulting, transformation, or change management 

Experience working in international / European environments 

Master’s degree /  Fachhochschule 

What We Offer:  

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.   

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices. 

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. 

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.