Senior Customer Success Manager

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. For more information, visit Bloomreach.com.

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 …