Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Collaborate with Growth customers throughout the UK to facilitate their success with Bloomreach, Loomi, and the broader product offerings.

• Manage a designated portfolio of customers as the primary Customer Success Manager (CSM) and main contact for adoption, value, satisfaction, and technical well-being.

• Gain insights into customer objectives, challenges, data, and technology ecosystems.

• Convert customer requirements into actionable recommendations and success strategies that leverage Bloomreach and Loomi functionalities.

• Share best practices, inspiration from use cases, and tailored recommendations.

• Transition configuration, implementation, and campaign-building tasks to consultancy services, partners, or Support with comprehensive briefs.

• Organize and lead masterclasses, mini summits for new customers, webinars, customer events, workshops, in-depth technical sessions, and consulting meetings.

• Track health, adoption, usage, and data quality indicators; pinpoint risks and opportunities for growth.

• Collaborate with Account Managers and Renewal Specialists during account management and renewal discussions.

• Take ownership of customer adoption, outcomes, and retention while promoting commercial expansion and executive alignment.

• Gather customer feedback for Product teams, supported by evidence.

• Identify customer advocates and success stories, contributing to programs, content, and playbooks.

• Verify customer data configurations, identity stitching, tracking, integrations, usage metrics, entitlements, campaign performance, attribution, segmentation, and AI applications.

⛳️ Requirements

• A minimum of 2 years in a customer-facing position within B2B SaaS, e-commerce, marketing technology, or digital marketing.

• Ideally possess experience as a Customer Success Manager or Technical Account Manager, or in solutions, implementation, martech operations, or agency delivery between marketers and technical teams.

• Practical experience with at least one marketing automation, ESP, or CDP platform, such as Bloomreach, Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys, or similar.

• Familiarity with commerce data, including catalog, cart, and purchase data from platforms like Shopify, BigCommerce, or Salesforce Commerce Cloud.

• Working knowledge of web tracking and data integration, involving events, identifiers, APIs, data feeds, and consent management.

• Proficient in SQL or possess strong skills in spreadsheet applications.

• Experience with analytics or BI tools such as GA4, Looker, Tableau, Power BI, Amplitude, or Mixpanel.

• Understanding of marketing attribution concepts, including last-touch vs. multi-touch and lookback windows.

• Knowledge of customer segmentation strategies, including RFM, cohort analysis, and lifecycle stages.

• Possess a structured problem-solving mindset.

• Strong interpersonal and relationship-building capabilities.

• Ability to comprehend a customer's business model, priorities, and KPIs, mapping solutions to their goals.

• Confident in presentation and facilitation abilities, including conveying technical concepts to non-technical audiences.

• Excellent organizational and prioritization skills.

• Sound judgment on when to engage specialists and effective collaboration skills with Account Management, consultancy, partners, Support, and Product teams.

• Nice to have: familiarity with Jinja, Liquid, AMPscript, or Handlebars; basic HTML and CSS; Gainsight; or experience in platform implementation or migration.

🏝️ Benefits

• Enjoy a high degree of freedom and trust, without the need for clocking in/out, corporate regulations, or lengthy approval processes.

• Flexible working hours.

• Virtual-first work culture complemented by Bloomreach Hubs across three continents.

• Company-sponsored events.

• Five paid days off for volunteer work.

• People Development Program featuring personal development workshops.

• Support from communication coaches.

• Leader Development Program that includes feedback, coaching, and follow-up check-ins.

• An annual budget of $1,500 for professional education, including books, courses, certifications, and other educational materials.

• Employee Assistance Program providing access to counselors.

• Subscription to Calm.

• One additional DisConnect day off each quarter.

• Opportunities for sports, yoga, and meditation.

• Extended parental leave of up to 26 calendar weeks for Primary Caregivers.

• Eligibility for Restricted Stock Units or Stock Options, based on role, seniority, and location.

• Company performance bonus.

• Employee referral bonus of up to $3,000.

• Recognition and celebrations for work anniversaries.