Senior Customer Success Manager - remote

Title: Senior Customer Success Manager

Location: Remote (USA)

JobDescription:

Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:

• Discovery, offering AI-driven search and merchandising
• Content, offering a headless CMS
• Engagement, offering a leading CDP and marketing automation solutions

  Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks &Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth.

  About the Role

  Bloomreach is seeking a Senior Customer Success Manager to be the customers’advocate and key to a successful client partnership. All our Customer Success teams are focused on retention, customer satisfaction, and identifying new opportunities to expand our relationships with our customers to drive ‘win, win’relationships. Customer Success Managers run a portfolio of accounts of varying sizes (number of accounts and ARR value), tiers and industries (e.g. retail, hospitality, subscription, finance).

  What you’ll do:

  • Build long-term relationship with your clients
  • Act as a trusted advisor &industry expert able to challenge the status quo
  • Act as a guardian for both, client &Bloomreach Engagement
  • On the client side, the CSM’s main role is to ensure that we deliver value to the client at every moment of the cooperation.
  • As a trusted advisor, the CSM should educate the client about the best ways forward in their industry and ensure that our CDP is fully aligned with their client’s goals &strategy.
  • On the other hand, the CSM should ensure that the cooperation is a win-win for both sides.
  • The CSM will run all required CSM duties including success planning, business reviews and status sessions
  • Ability to identify risk and manage ‘path to green’and proactively engage all relevant stakeholders in the process
  • Independence, self-organization, ability to navigate ambiguous
  • Ability to discuss Content and Discovery pillars

    What you’ll need:

    • 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
    • Familiarity with the following emerging sectors (the more the better) –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.
    • 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.

      Excited? Join us and transform the future of commerce experiences.

      The base salary range for this position is $85,000-$130,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

      Regional benefits:

      • Health care including medical, dental, and vision insurance
      • 401k plan with employer contribution

        More things you’ll like about Bloomreach:

        Culture:

        • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.
        • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.
        • We believe in flexible working hours to accommodate your working style.
        • We work remote-first with several Bloomreach Hubs available across three continents.
        • We organize company events to experience the global spirit of the company and get excited about what’s ahead.
        • We encourage and support our employees to engage in volunteering activities –every Bloomreacher can take 5 paid days off to volunteer*.
        • The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

          Personal Development:

          • We have a People Development Program —participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing &updating competency maps for select functions.
          • Our resident communication coach is available to help navigate work-related communications &decision-making challenges.*
          • Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
          • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

            Well-being:

            • The Employee Assistance Program —with counselors —is available for non-work-related challenges.*
            • Subscription to Calm –sleep and meditation app.*
            • We organize ‘DisConnect’days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
            • We facilitate sports, yoga, and meditation opportunities for each other.
            • Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

              Compensation:

              • Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*
              • Everyone gets to participate in the company’s success through the company performance bonus.*
              • We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.
              • We celebrate work anniversaries —Bloomversaries!*

                (*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

                If this position doesn’t suit you, but you know someone who might be a great fit, share it –we will be very grateful!

                Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

                #LI-Remote