Senior Customer Success Manager

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $90.000 - $135.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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Bloomreach

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

📣 Marketing

✈️ Turismo

💰 $30.000.000 Debt Financing em 2022-10

Consulting • Marketing • Travel

Bloomreach é um líder em soluções de personalização de comércio eletrônico, fornecendo plataformas que integram dados em tempo real de clientes e produtos via IA. A empresa oferece automação de marketing, descoberta de produtos e uma plataforma de dados unificada, especificamente projetada para aplicações de comércio. Isso permite que as empresas personalizem os esforços de marketing em vários canais, como email, SMS e web, otimizem a busca e o merchandising do e-commerce, e gerenciem dados de clientes e produtos para análises avançadas e personalização omnichannel. As soluções da Bloomreach atendem a várias indústrias, incluindo varejo, viagens, hospitalidade e mais, para aumentar a lucratividade e retenção de clientes.

Descrição

• Build long-term customer relationships and act as a trusted advisor and advocate for both the client and Bloomreach • Ensure partnerships deliver value throughout the customer lifecycle • Define business questions, success metrics, and reporting requirements demonstrating platform value • Interpret customer results involving campaign revenue, average order value, customer lifetime value, adoption, and benchmark performance • Investigate discrepancies in reporting, tracking, methodology, and attribution • Write briefs for Technical and Business Consultants for custom reporting, data investigation, or implementation work • Sequence technical work realistically and remain accountable for outcomes • Translate customer needs, pain points, and business impact into actionable product feedback • Partner with Product on prioritization and communicate relevant progress to customers • Run success planning, business reviews, and status sessions with the Account Manager • Identify customer risk and manage the path to green • Own adoption, outcomes, and retention while the Account Manager owns commercial growth and executive alignment • Manage a portfolio of accounts across varying sizes, tiers, and industries

🎯 Requisitos

• 4–7 years in B2B and/or B2C SaaS • Experience in e-commerce, marketing, or analytics, ideally as a CSM or Technical Account Manager • Ability to understand a client's business model and relevant KPIs quickly • Effective use of AI for research, analysis, drafting, and problem-solving, with sound judgment when validating outputs • Ability to adapt, learn quickly, self-organize, and work comfortably with ambiguity • Experience leading projects, and ideally teams • Familiarity with BI or analytics environments such as Looker, Tableau, Power BI, GA4, Amplitude, or Mixpanel • SQL or strong spreadsheet skills • Knowledge of marketing attribution, including last-touch, multi-touch, lookback windows, and incrementality • Experience with customer segmentation, including RFM, cohort, lifecycle, or CLTV segmentation • Experience with campaign and lifecycle platforms such as Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, or Emarsys • Familiarity with commerce data such as catalog, cart, purchase, and merchandising data from platforms such as Shopify, BigCommerce, or SFCC • Understanding of consumption-based SaaS models and contracted entitlements • Structured problem triage across data, configuration, and integration issues • Credibility with technical stakeholders, with experience in technical account management, solutions, implementation, martech operations, or agency delivery • Bloomreach experience is not required • Templating or expression language, customer success platforms, and platform migration experience are bonuses, not requirements

🏖️ Benefícios

• Health care including medical, dental, and vision insurance • 401k plan with employer contribution • A great deal of freedom and trust • Flexible working hours • Virtual-first work with several Bloomreach Hubs available across three continents • Company events • 5 paid days off to volunteer • People Development Program with personal development workshops • Communication coach support • Leader Development Program with feedback, coaching, and follow-up check-ins • $1,500 professional education budget annually for books, courses, certifications, and other education products • Employee Assistance Program with counselors • Subscription to Calm • One additional DisConnect day off each quarter • Sports, yoga, and meditation opportunities • Extended parental leave up to 26 calendar weeks for Primary Caregivers • Restricted Stock Units or Stock Options, depending on role, seniority, and location • Company performance bonus • Employee referral bonus of up to $3,000 • Work anniversary rewards and celebrations

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