Senior Customer Success Manager

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

📋 Description

• Foster long-lasting relationships with customers and serve as a trusted advisor and advocate for both clients and Bloomreach.

• Ensure that partnerships create value throughout the entire customer lifecycle.

• Establish business questions, success metrics, and reporting requirements that demonstrate the value of the platform.

• Analyze customer results related to campaign revenue, average order value, customer lifetime value, adoption rates, and benchmark performance.

• Examine discrepancies in reporting, tracking, methodologies, and attribution.

• Create briefs for Technical and Business Consultants regarding custom reporting, data investigation, or implementation tasks.

• Organize technical work in a realistic sequence and maintain accountability for results.

• Convert customer needs, pain points, and business impacts into actionable product feedback.

• Collaborate with Product on prioritization and keep customers informed about relevant progress.

• Conduct success planning, business reviews, and status sessions alongside the Account Manager.

• Identify customer risks and manage the path to resolution.

• Oversee adoption, outcomes, and retention while the Account Manager focuses on commercial growth and executive alignment.

• Manage a diverse portfolio of accounts across various sizes, tiers, and industries.

⛳️ Requirements

• 4–7 years of experience in B2B and/or B2C SaaS environments.

• Background in e-commerce, marketing, or analytics, preferably in a CSM or Technical Account Manager role.

• Quick comprehension of a client's business model and related KPIs.

• Proficient use of AI for research, analysis, drafting, and problem-solving, with sound judgment in validating outputs.

• Ability to adapt, learn swiftly, self-organize, and work effectively in ambiguous situations.

• Experience in leading projects, and preferably teams.

• Familiarity with BI or analytics platforms such as Looker, Tableau, Power BI, GA4, Amplitude, or Mixpanel.

• Proficient in SQL or strong spreadsheet skills.

• Knowledge of marketing attribution concepts, including last-touch, multi-touch, lookback windows, and incrementality.

• Experience with customer segmentation techniques, such as RFM, cohort, lifecycle, or CLTV segmentation.

• Familiarity with campaign and lifecycle management platforms such as Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, or Emarsys.

• Understanding of commerce data, including catalog, cart, purchase, and merchandising data from platforms like Shopify, BigCommerce, or SFCC.

• Familiarity with consumption-based SaaS models and contracted entitlements.

• Ability to perform structured problem triage across data, configuration, and integration challenges.

• Credibility with technical stakeholders, with experience in technical account management, solutions, implementation, martech operations, or agency delivery.

• Prior experience with Bloomreach is not mandatory.

• Experience with templating or expression language, customer success platforms, and platform migrations are advantageous but not essential.

🏝️ Benefits

• Comprehensive healthcare including medical, dental, and vision insurance.

• 401k plan with employer contributions.

• A high degree of freedom and trust in your work.

• Flexible working hours.

• Virtual-first work environment with several Bloomreach Hubs available across three continents.

• Company-sponsored events.

• Five paid days off for volunteering.

• People Development Program featuring personal development workshops.

• Access to communication coaching support.

• Leader Development Program with 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 offering counseling services.

• Subscription to Calm for mental wellness.

• One additional DisConnect day off each quarter.

• Opportunities for sports, yoga, and meditation.

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

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

• Company performance bonus.

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

• Celebrations and rewards for work anniversaries.