Enterprise Customer Success Manager - Retail/E-commerce

At Similarweb, we are revolutionizing the way businesses interact with the digital world. Following a strategic acquisition that expands our e-commerce analytics capabilities, we are building a dedicated team to serve a growing German-speaking customer base.

We are looking for a strategic, relationship-driven Enterprise CSM to own our most complex e-commerce accounts, acting as a trusted advisor to brands and retailers who rely on real-time market data and insights  to make mission-critical commercial decisions.

 

Why will your role be so important?

Enterprise clients - from global brands to large-scale retailers - depend on accurate, timely market  data, like pricing, reviews, product content, retail media, to stay competitive. You'll be the person who makes sure they succeed: managing sophisticated stakeholder relationships, consulting continuously on strategy, advocating for their needs internally, and helping them translate data into measurable business impact. When technical challenges arise, they'll count on you to hold the line with clarity and confidence.

So, what will you be doing all day?

• Own the Lifecycle & Growth: Manage the full post-sales lifecycle for a portfolio of enterprise accounts, including onboarding, adoption, health management, renewals, and strategic growth.
• Build Trusted Relationships: Establish and maintain deep, value-driven relationships across all levels of the customer organization, from operational users to executive sponsors.
• Drive Account Strategy & ROI: Develop strategic account plans to identify growth opportunities, and lead structured Business Reviews to demonstrate ROI, align on goals, and position upsell and cross-sell opportunities.
• Advocate Internally & Resolve Blockers: Serve as the primary customer advocate internally, coordinating across Product, Support, and Development teams to resolve issues and surface product feedback.
• Deliver Trainings & Demos: Enable users at all levels of the customer organization to get maximum value from the platform — from first onboarding through to advanced use cases.
• Manage Technical Communications: Proactively manage expectations during technical or crawling-related issues; communicate clearly, set realistic timelines, and follow through consistently to maintain trust
• Mitigate Churn & Maintain CRM Hygiene: Identify early churn signals and take decisive, targeted action to protect retention, while maintaining accurate CRM records, health scores, and renewal forecasts

Your background:

• Experience in Customer Success, Account Management, or a strategic customer-facing role in a SaaS or data/analytics company.
• Experience in the CPG, e-commerce, and/or retail industry.
• Project management mindset: structured, detail-oriented, and able to manage multiple client workstreams simultaneously without dropping the ball.
• Proven experience managing enterprise or complex accounts with demonstrable retention and revenue growth results.
• Commercial track record: hands-on experience owning renewals, including forecasting, negotiation, and closing.
• Solid understanding of the e-commerce landscape — how brands and retailers differ in how they consume and act on pricing data.
• Numerically strong — comfortable building ROI arguments and data-driven business cases for executive stakeholders.
• Comfortable at the intersection of business and technology — able to engage credibly in conversations about data integrations, crawling, and APIs without being an engineer.
• Familiarity with CRM systems (e.g., Salesforce) and customer success platforms.
• Fluent English