Senior Customer Success Manager

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

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