Senior Customer Success Manager

The role

You will act as a trusted advisor and advocate for a portfolio of client accounts. You will manage adoption, retention, and customer satisfaction while identifying expansion opportunities.

What you will do

• Build long-term relationships and act as a guardian for the client and Bloomreach.
• Define business questions, success metrics, and reporting requirements to demonstrate platform value.
• Interpret results and investigate discrepancies in tracking, methodology, and attribution.
• Write clear briefs for Technical and Business Consultants for custom work.
• Translate customer needs and pain points into actionable product feedback.
• Partner with Product on prioritization.
• Run success planning, business reviews, and status sessions.
• Own adoption, outcomes, and retention.

Required qualifications

• 4–7 years in B2B and/or B2C SaaS.
• Experience in E-commerce, marketing or analytics.
• Ability to use AI for research, analysis, drafting and problem-solving.
• Experience leading projects.
• Familiarity with BI or analytics environments such as Looker, Tableau, Power BI, GA4, Amplitude, or Mixpanel.
• SQL or strong spreadsheet skill.
• Knowledge of marketing attribution including last-touch versus multi-touch, lookback windows, and incrementality.
• Experience with customer segmentation such as RFM, cohort, lifecycle or CLTV segmentation.
• Experience with campaign and lifecycle platforms like Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, or Emarsys.
• Knowledge of commerce data from platforms like Shopify, BigCommerce, or SFCC.
• Literacy in consumption-model reading against contracted entitlements.
• Experience with technical stakeholders in roles such as technical account management, solutions, implementation, martech ops or agency delivery.

Nice to have

• A templating or expression language (Liquid, AMPscript, Jinja, Handlebars)
• A customer success platform such as Gainsight, Catalyst or Totango
• Experience supporting a platform migration

Benefits

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution
• Flexible working hours
• 5 paid days off to volunteer
• People Development Program
• $1,500 professional education budget annually
• Employee Assistance Program
• Subscription to Calm
• One additional day off each quarter via DisConnect days
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options
• Company performance bonus

About the company

Bloomreach is building an agentic platform for personalization using an AI engine called Loomi. They power personalization for more than 1,400 global brands.