Senior Customer Success Manager

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $90k - $135k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Bloomreach

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

✈️ Travel

💰 $30M Debt Financing on 2022-10

Consulting • Marketing • Travel

Bloomreach is a leader in ecommerce personalization solutions, providing platforms that integrate real-time customer and product data via AI. The company offers marketing automation, product discovery, and a unified data platform specifically designed for commerce applications. This enables businesses to personalize marketing efforts across multiple channels such as email, SMS, and web, optimize ecommerce search and merchandising, and manage customer and product data for advanced analytics and omnichannel personalization. Bloomreach’s solutions cater to various industries including retail, travel, hospitality, and more, to enhance profitability and customer retention.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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