Senior Customer Success Manager

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.