Shopware · 4 days ago
Technical Customer Success Manager (m/f/d)
United States
Full-time
Remote
Senior Level
$130K/yr - $150K/yr
7+ years expShopware is a leading open commerce platform designed to empower merchants to build flexible, scalable, and future-ready digital commerce experiences. The Technical Customer Success Manager will own customer success from onboarding through post-go-live and renewal, balancing technical coordination with proactive relationship management.
E-CommerceE-Commerce PlatformsOpen SourceSoftware
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
Qualification
Required
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
Preferred
Experience with leading ecommerce platforms, common ecommerce integrations, partner-led delivery models, and enterprise or upper mid-market customers
Benefits
Comprehensive benefits, including medical, dental, vision, and 401(k) with employer match
25 Days PTO + paid holidays
Company
Shopware
Shopware is an open-source platform that provides B2B and B2C commerce software with full code access and architecture flexibility.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$100MKey Investors
PayPalPayPal,The Carlyle Group
2025-10-21Secondary Market
2022-02-08Series Unknown· $100M
Leadership Team
Sebastian Hamann
CEO
Stefan Hamann
CEO
Recent News
Digital Commerce 360
2025-10-31
MarketScreener
2025-10-29
2025-10-28
Company data provided by crunchbase