Customer Success Manager

The role

You will own a named book of Growth customers as their designated CSM and main point of contact. You will help brands grow with Bloomreach by translating their goals into success plans and technical recommendations. You will also deliver engagement through workshops, webinars, and 1:many programmes.

What you will do

• Own a named book of Growth customers.
• Act as the main point of contact for adoption, value, satisfaction and technical health.
• Map Bloomreach capabilities to customer goals and tech stacks.
• Provide best practice and use-case inspiration.
• Deliver engagement at scale through masterclasses, webinars and customer events.
• Monitor health, adoption, usage and data-quality signals.
• Partner with Account Managers and Renewal Specialists.
• Capture customer feedback for Product teams.
• Identify advocates and success stories.

Required qualifications

• 2+ years in a customer-facing role in B2B SaaS, e-commerce, marketing technology or digital marketing.
• Hands-on experience with at least one marketing automation, ESP or CDP platform.
• Understanding of commerce data from platforms such as Shopify, BigCommerce or Salesforce Commerce Cloud.
• Working knowledge of web tracking and data integration.
• Knowledge of SQL or strong spreadsheet skills.
• Familiarity with an analytics or BI tool such as GA4, Looker, Tableau, Power BI, Amplitude or Mixpanel.
• A working understanding of marketing attribution and customer segmentation.
• Strong interpersonal and relationship-building skills.
• Ability to understand a customer's business model, priorities and KPIs.
• Confident presentation and facilitation skills.
• Strong organisation and prioritisation.

Nice to have

• Knowledge of a templating language (Jinja, Liquid, AMPscript or Handlebars)
• Basic HTML and CSS for email and web
• A customer success platform such as Gainsight
• Experience supporting a platform implementation or migration

Benefits

• Flexible working hours
• 5 paid days off to volunteer
• People Development Program
• $1,500 annual professional education budget
• Employee Assistance Program
• Subscription to Calm
• DisConnect days (one additional 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
• Company performance bonus
• Employee referral bonus of up to $3,000

About the company

Bloomreach is building an agentic platform for personalization. They power personalization for more than 1,400 global brands.