Senior Customer Success Manager

Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — Loomi — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.About the Role: Bloomreach is seeking a Senior Customer Success Manager to be our customers' advocate and the key to a successful client partnership. Our Customer Success teams are focused on adoption, retention and customer satisfaction, and on identifying new opportunities to expand our relationships. You will run a portfolio of accounts of varying size, tier and industry. This is a technically fluent Customer Success role. You will not be writing integration code or building data pipelines — our Technical and Business Consultants do that. The role is also changing quickly, our product, our AI capabilities and our customers' expectations all move fast, and the job looks different each quarter. We want someone who treats that as the interesting part. What you'll do: Be the trusted advisor. Build long-term relationships, challenge the status quo, and act as guardian for both the client and Bloomreach — making sure the partnership delivers value at every stage and stays a genuine win-win. Own the analytical story. Define the business questions, success metrics, and reporting requirements that demonstrate platform value — campaign revenue, average order value, customer lifetime value, adoption, and benchmark performance. Interpret the results with the customer, and when our reporting and theirs disagree, investigate tracking, methodology, and attribution until you can explain the gap. Specify technical work and bring in the right people. Write a clear brief for our Technical and Business Consultants when custom reporting, data investigation, or implementation work is required, sequence it realistically, and stay accountable for the outcome. Champion customer feedback. Translate customer needs, pain points, and business impact into actionable product feedback; partner with Product on prioritization and keep customers informed on relevant progress. Run the CSM core, with your AM. Success planning, business reviews and status sessions — identifying risk and managing the path to green. You own adoption, outcomes and retention; your AM owns commercial growth and executive alignment. What you'll need: You do not need Bloomreach experience. The equivalents below are what we screen for. Experience and approach 4–7 years in B2B and/or B2C SaaS. E-commerce, marketing or analytics — ideally as a CSM or Technical Account Manager. You understand a client's business model fast, and which KPIs matter at their stage. You use AI well. You reach for AI to research, analyze, draft and problem-solve — with the judgment to know when to trust the output and when to check it. Working smart matters more than any particular tool. Flexibility, as a default. This job changes constantly. You adapt, learn fast, self-organize, and stay comfortable with ambiguity. Project leadership. Experience leading projects, and ideally teams. Analytical capability You know what reporting can be built — and can explain it. You won't build custom reports yourself, but you should know what the data makes possible and turn it into a clear brief for a Business Consultant. Familiarity with any BI or analytics environment — Looker, Tableau, Power BI, GA4, Amplitude, Mixpanel — plus SQL or strong spreadsheet skill to sanity-check a number. Marketing attribution and its limits. Last-touch versus multi-touch, lookback windows, incrementality — and the confidence to explain a methodology difference to a skeptic. Customer segmentation. RFM, cohort, lifecycle or CLTV segmentation in a CDP, ESP, loyalty platform or SQL. Technical fluency Campaign and lifecycle platforms. Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, Emarsys or similar — plus the commerce data behind them (catalog, cart, purchase, merchandising) from platforms like Shopify, BigCommerce, SFCC Consumption-model literacy. Reading usage against contracted ent‌i‌t‌l‌ements — transferable from any metered SaaS (events, credits, seats, API calls). Structured problem triage. Working out whether an issue sits in the data, the configuration or the integration — and when two systems disagree, finding out why rather than explaining it away. Credibility with technical stakeholders. You have sat between marketers and engineers — technical account management, solutions, implementation, martech ops or agency delivery. Nice to have: Any of these are a bonus, not a requirement: a templating or expression language (Liquid, AMPscript, Jinja, Handlebars); a customer success platform such as Gainsight, Catalyst or Totango; or experience supporting a platform migration. We'll teach you our platform. We're looking for someone curious about how it works, comfortable with data, and willing to dig into a problem rather than pass it along. Excited? Join us and transform the future of commerce experiences. The base salary range for this position is $90,000-$135,000. 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 #LI-AB1More 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 virtual-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 4.7/5 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 Ivo Večeřa 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! We reward & celebrate work anniversaries -- Bloomversaries!* (*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.) Excited? Join us and transform the future of commerce experiences! 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