(m/w/d)
About The Position
Shopware is a leading open commerce platform designed to empower merchants to build flexible, scalable, and future-ready digital commerce experiences. We work closely with merchants, agencies, and technology partners to deliver sophisticated ecommerce solutions for ambitious brands. About the Role We are seeking an experienced Technical Customer Success Manager (TCSM) to own customer success from onboarding through post–go-live and renewal. This role sits within the Solutions team and serves as a trusted partner to customers, balancing technical coordination with proactive relationship management. The role is approximately 60% technical and 40% relationship-focused , with flexibility to move toward 50/50 over time. While technical fluency in Shopware is essential, the core value of this role is ensuring customers feel consistently supported through structured touchpoints during and after implementation. The TCSM partners closely with Support, Solution Architects, and delivery partners, owning the customer relationship end-to-end. Rather than acting as frontline support, this role tracks and follows up on technical requests, ensures progress, and communicates clearly with customers.
Requirements
- 7+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar role
- Strong ecommerce technology background
- Ability to communicate technical concepts to both technical and non-technical audiences
- Experience coordinating customers, agencies, and technology partners
- Proven success managing implementations with fixed go-live dates
- Excellent communication, organization, and stakeholder management skills
Nice To Haves
- Experience with leading ecommerce platforms, common ecommerce integrations, partner-led delivery models, and enterprise or upper mid-market customers.
Responsibilities
- Own the customer experience from onboarding through post–go-live and renewal.
- Proactively check in with customers at defined touchpoints during implementation and after go-live to ensure satisfaction, clarity, and momentum.
- Act as the primary relationship owner, ensuring customers feel heard, supported, and confident in their partnership with Shopware.
- Serve as the main point of contact for customer needs, coordinating with internal teams and partners as required.
- Coordinate onboarding roadmaps with customers, agency partners, and technology partners.
- Align stakeholders on scope, timelines, responsibilities, and success criteria.
- Proactively manage risks, dependencies, and escalations to ensure customers meet agreed go-live dates.
- Track progress against onboarding milestones and communicate status clearly to all parties.
- Maintain a strong understanding of Shopware’s platform to confidently guide conversations and assess issues.
- Submit, track, and follow up on technical support requests with internal teams, ensuring timely progress and clear communication back to customers.
- Partner closely with Solution Architects and Support for complex issues while retaining ownership of customer communication and expectations.
- Drive adoption of Shopware features and relevant third-party technologies within the ecosystem.
- Identify opportunities for customers to expand usage and maximize value from the platform.
- Support renewal efforts by ensuring ongoing value realization and customer satisfaction.
- Develop strong, referenceable customer relationships.
- Encourage and enable customers to participate in: Sales references for new deals Marketing case studies Shopware events and community activities Ensure customers consistently feel Shopware’s dedication and long-term commitment.
Benefits
- Competitive compensation based on experience
- Fully remote role (EST/CST preferred) within United States
- Comprehensive benefits , including medical, dental, vision, and 401(k) with employer match
- 25 Days PTO + paid holidays
- High-impact, customer-facing work with direct influence on renewals and growth
- A global, collaborative culture focused on open commerce and long-term customer success
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
