Enterprise Customer Success Manager - Retail/E-commerce

Job description

<p data-path-to-node="5"><em>At Similarweb, we are revolutionizing the way businesses interact with the digital world. Following a strategic acquisition that expands our e-commerce price intelligence capabilities, we are building a dedicated team to serve a growing global customer base. </em></p> <p data-path-to-node="5">We are looking for a strategic, relationship-driven <strong>Enterprise CSM</strong> to own our most complex e-commerce and pricing accounts, acting as a trusted advisor to brands and retailers who rely on real-time pricing intelligence to make mission-critical commercial decisions.</p> <p data-path-to-node="5"><br><strong>Why will your role be so important? </strong></p> <p data-path-to-node="5">Enterprise clients - from global brands to large-scale retailers - depend on accurate, timely pricing data to stay competitive. You'll be the person who makes sure they succeed: managing sophisticated stakeholder relationships, 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.</p> <p data-path-to-node="2"><strong>So, what will you be doing all day?</strong></p> <ul> <li><strong data-path-to-node="3,0,0" data-index-in-node="0">Own the Lifecycle &amp; Growth:</strong> Manage the full post-sales lifecycle for a portfolio of enterprise accounts, including onboarding, adoption, health management, renewals, and strategic growth.</li> <li><strong data-path-to-node="3,1,0" data-index-in-node="0">Build Trusted Relationships:</strong> Establish and maintain deep, value-driven relationships across all levels of the customer organization, from operational users to executive sponsors.</li> <li><strong data-path-to-node="3,2,0" data-index-in-node="0">Drive Account Strategy &amp; ROI:</strong> 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.</li> <li><strong data-path-to-node="3,3,0" data-index-in-node="0">Advocate Internally &amp; Resolve Blockers:</strong> Serve as the primary customer advocate internally, coordinating across Product, Support, and Development teams to resolve issues and surface product feedback.</li> <li><strong data-path-to-node="3,4,0" data-index-in-node="0">Manage Technical Communications:</strong> Proactively manage expectations during technical or crawling-related issues; communicate clearly, set realistic timelines, and follow through consistently to maintain trust</li> <li><strong data-path-to-node="3,5,0" data-index-in-node="0">Mitigate Churn &amp; Maintain CRM Hygiene:</strong> Identify early churn signals and take decisive, targeted action to protect retention, while maintaining accurate CRM records, health scores, and renewal forecasts.</li> </ul> <p data-path-to-node="10"><strong>Your background:</strong></p> <ul> <li class="p1">Experience in Customer Success, Account Management, or a strategic customer-facing role in a SaaS or data/analytics company.</li> <li class="p1">Experience in the CPG and/or retail industry.</li> <li class="p1">Proven experience managing enterprise or complex accounts with demonstrable retention and revenue growth results.</li> <li class="p1">Commercial track record: hands-on experience owning renewals, including forecasting, negotiation, and closing.</li> <li class="p1">Solid understanding of the e-commerce landscape - how brands and retailers differ in how they consume and act on pricing data.</li> <li class="p1">Comfortable at the intersection of business and technology — able to engage credibly in conversations about data integrations, crawling, and APIs without being an engineer.</li> <li class="p1">Familiarity with CRM systems (e.g., Salesforce) and customer success platforms.</li> <li class="p1">German language is a must for this position.</li> </ul> <div> <p><strong>Why you’ll love being a Similarwebber:</strong></p> <div class="p-workspace__primary_view_body"> <div class="p-message_pane p-message_pane--classic-nav p-message_pane--scrollbar-float-adjustment p-message_pane--with-bookmarks-bar" data-qa="message_pane"> <div> <div id="message-list"> <div id="message-list" class="c-virtual_list c-virtual_list--scrollbar c-message_list c-scrollbar c-scrollbar--fade"> <div class="c-scrollbar__hider" data-qa="slack_kit_scrollbar"> <div class="c-scrollbar__child"> <div class="c-virtual_list__scroll_container" data-qa="slack_kit_list"> <div id="message-list_1765890802.497309" class="c-virtual_list__item" data-qa="virtual-list-item" data-item-key="1765890802.497309"> <div class="c-message_kit__background c-message_kit__background--hovered p-message_pane_message__message c-message_kit__message" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false" data-msg-ts="1765890802.497309" data-msg-channel-id="D081L8ZAVL4"> <div class="c-message_kit__hover c-message_kit__hover--hovered" data-qa-hover="true"> <div class="c-message_kit__actions c-message_kit__actions--default"> <div class="c-message_kit__gutter"> <div class="c-message_kit__gutter__right" data-qa="message_content"> <div class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <div class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <div class="p-block_kit_renderer" data-qa="block-kit-renderer"> <div class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <div class="p-rich_text_block"> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Impact&nbsp;</strong><strong data-stringify-type="bold"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f60e.png" alt=":sunglasses:" aria-label="sunglasses emoji" data-stringify-type="emoji" data-stringify-emoji=":sunglasses:"></span></strong><strong data-stringify-type="bold">:</strong> Work with the world’s leading digital intelligence platform and make a real difference.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Innovation </strong><strong data-stringify-type="bold"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f680.png" alt=":rocket:" aria-label="rocket emoji" data-stringify-type="emoji" data-stringify-emoji=":rocket:"></span></strong><strong data-stringify-type="bold">:</strong>&nbsp;Bring your ideas forward - we empower you to drive change.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Hybrid work model</strong>: 3 days in our office and 2 days working from home<span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f3e1.png" alt=":house_with_garden:" aria-label="house with garden emoji" data-stringify-type="emoji" data-stringify-emoji=":house_with_garden:"></span>.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Our Office:</strong>&nbsp;Modern space in Prague’s DOCK IN area, stocked with snacks, drinks (we're big fans of kombucha), fruit and lunches on Tuedays.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Benefits:</strong>&nbsp;5 weeks of vacation, birthday day off, 3 sick days, or Multisport&nbsp;<span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f60e.png" alt=":sunglasses:" aria-label="sunglasses emoji" data-stringify-type="emoji" data-stringify-emoji=":sunglasses:"></span></li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Top-tier Hardware&nbsp;</strong><strong data-stringify-type="bold"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f469-1f3fb-200d-1f4bb.png" alt=":female-technologist::skin-tone-2:" aria-label="female technologist emoji with light skin tone" data-stringify-type="emoji" data-stringify-emoji=":female-technologist::skin-tone-2:"></span></strong><strong data-stringify-type="bold">:</strong>&nbsp;MacBook Pro M3, dual monitors, standing desks.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Team Events&nbsp;</strong><strong data-stringify-type="bold"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f389.png" alt=":tada:" aria-label="tada emoji" data-stringify-type="emoji" data-stringify-emoji=":tada:"></span></strong><strong data-stringify-type="bold">:</strong>&nbsp;Regular team-building activities, monthly birthday celebrations with cakes and drinks, baking Thursdays and happy hours.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Equity&nbsp;</strong><strong data-stringify-type="bold"><span class="c-emoji c-emoji__medium c-emoji--inline" data-qa="emoji" data-sk="tooltip_parent"><img style="max-width: 100%;" src="https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medi