Senior Customer Success Manager

Remote (USA)
Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey.
  • We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
  • We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
  • We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.
And we're building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

About the role:

Bloomreach is looking for a Senior Customer Success Manager (CSM) to serve as a key advocate for our customers and a strategic partner in ensuring their success with our platform. As a CSM, you will play a vital role in building strong, long-term relationships with customers, focusing on retention, customer satisfaction, and identifying opportunities to expand our partnerships for mutual growth. 

This role will focus on two key Bloomreach solutions: Search & Merchandising (Discovery) and Personalization & CDP (Engagement), playing a pivotal role in helping our customers drive more personalized experiences, streamline search functionality, and leverage their data to increase revenue impact. You will collaborate closely with both customer leadership and delivery teams to drive continuous testing and help customers maximize the revenue impact of the Bloomreach platform, helping them unlock full value and drive measurable business results.

The Senior CSM will collaborate closely with various internal teams, including Account Management, Product, Technical Services, Business Services, and Support, to deliver tailored, innovative solutions that address customer needs. You’ll be managing a diverse portfolio of customers from different industries such as retail, hospitality, subscription, and finance, with varying account sizes and ARR value. This is a highly collaborative role that requires a customer-first mindset, strong problem-solving abilities, and the ability to think strategically to identify growth opportunities while ensuring customer satisfaction.

What you'll do: 

  • Act as the customer advocate and trusted advisor, ensuring the successful adoption and optimization of Bloomreach’s Search & Merchandising (Discovery) and Personalization & CDP (Engagement) solutions.
  • Partner with customer leadership and delivery teams to implement a program of continuous testing and improvement to drive the full value of the Bloomreach platform.
  • Identify and foster opportunities for expansion within existing customer accounts.
  • Collaborate cross-functionally with internal teams (Account Management, Product, Technical Services, Business Services, and Support) to deliver innovative solutions and ensure customer satisfaction.
  • Manage a portfolio of accounts with varying sizes, ARR value, and industries, including retail, hospitality, subscription, and finance.
  • Provide proactive guidance and strategic recommendations to customers, helping them unlock new opportunities for growth and success.
  • Drive customer retention by continuously assessing and optimizing customer engagement with Bloomreach products.
  • Leverage critical thinking, intellectual curiosity, and customer-centric skills to solve complex customer challenges and exceed their expectations.

What you'll bring:

  • 4-7 years in B2B and/or B2C SaaS in online retail/e-commerce analytics, marketing. Ideally as an Account Manager/CSM or other similar role.
  • In-depth knowledge of business and business trends, and the ability to understand clients’ business models extremely fast.
  • Knowledge of e-commerce, marketing and the current trends in the industry.
  • Experience of leading teams and projects 
  • Ability to understand and actively use analytical concepts to identify which stage the business has reached, which KPIs are crucial for decision-making and which metrics the business is based on.
  • Understanding of technology around marketing cloud solutions.
  • Independence, self-organization, ability to navigate ambiguous situations.

Bonus Points

  • Familiarity with the following emerging sectors (the more the better): search, merchandising, genAI, online analytics, BI, performance marketing, product management, marketing automation, data science, A/B testing, personalisation, campaign optimisation, automation, customer lifetime, e-mailing automation, reactivation, customer segmentation, attribution modeling, prediction.

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $90,000-$130,000, plus bonus. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

  • Health Care including medical, dental, and vision insurance
  • 401k Plan with employer contribution

#LI-AB1

 

More things you'll like about Bloomreach:

Culture:

  • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. 
  • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. 
  • We believe in flexible working hours to accommodate your working style.
  • We work virtual-first with several Bloomreach Hubs available across three continents.
  • We organize company events to experience the global spirit of the company and get excited about what's ahead.
  • We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.
  • The Bloomreach Glassdoor page elaborates on our stellar 4.4/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

  • We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
  • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*
  • Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
  • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

  • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*
  • Subscription to Calm - sleep and meditation app.*
  • We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
  • We facilitate sports, yoga, and meditation opportunities for each other.
  • Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

  • Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*
  • Everyone gets to participate in the company's success through the company performance bonus.*
  • We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
  • We reward & celebrate work anniversaries -- Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

#LI-Remote

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