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.
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.
Customer Success & Experience
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.
Onboarding & Delivery Coordination
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.
Technical Guidance
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.
Adoption & Growth
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.
Advocacy & References
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.
Key Performance Indicators: Customer satisfaction and overall customer health, On-time go-live achievement, Effectiveness of proactive customer engagement, Influence on successful renewals through customer satisfaction, Customer retention, Customer advocacy and case study participation and Adoption of Shopware features and partner technologies.
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 Have: Experience with leading ecommerce platforms, common ecommerce integrations, partner-led delivery models, and enterprise or upper mid-market customers.
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
... and much more!
You can get a detailed insight on our career page.
Department: Solutions Team
Reports to: Solutions Leadership
Location: North America (Fully Remote) - EST/CST preferred
Compensation: $130,000-150,000 OTE (70% Base, 30% Variable)
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