Senior Customer Success Manager

Bloomreach is building the world’s premier agentic platform for personalization, revolutionizing how businesses connect with their customers. They are seeking a Senior Customer Success Manager with expertise in ecommerce Search & Merchandising to manage client relationships, provide product expertise, and drive measurable value delivery.

Responsibilities:

• Build and maintain long-term strategic relationships with a portfolio of enterprise and mid-market APAC clients on Bloomreach Search & Merchandising
• Act as the trusted advisor for your book of business — understanding each customer's ecommerce KPIs, business objectives, and seasonal priorities
• Run all core CSM motions: success planning, quarterly business reviews (QBRs), roadmap reviews, and regular value-focused check-ins
• Proactively identify and manage at-risk accounts, executing churn risk plans and engaging internal stakeholders to drive a path to green
• Get into the Search & Merchandising dashboard and directly assist customers with platform configuration, search relevance tuning, merchandising rules, synonym management, category optimization, and A/B testing
• Monitor and flag pixel health issues; coordinate with Technical Consultants and support teams for resolution
• Enable customers to adopt new features (e.g., Loomi Search+, Dynamic Categories, Merchandising Campaigns, Recommendations & Pathways, Contextual Merchandising)
• Lead optimization consulting sessions, product training, and best practice enablement
• Develop and execute structured A/B testing frameworks to quantify the revenue impact of search and merchandising configurations
• Build and present incremental ROI stories at QBRs — connecting platform usage to measurable business outcomes (conversion lift, RPV, AOV)
• Use Bloomreach Insights and reporting tools to identify optimization opportunities and drive customer adoption
• Collaborate with APAC Account Managers, Technical Consultants, and the Sales team to drive account expansion and renewal outcomes
• Support the Sales team in a solution consulting capacity for Search & Merchandising prospects when required, including product demonstrations, RFP responses, and technical scoping
• Where appropriate, provide strategic coverage or account support for Bloomreach Marketing Automation customers
• Contribute to team playbooks, success planning templates, and best practice frameworks
• Act as the voice of the APAC customer to Product and Engineering teams
• Run a minimum of one additional team initiative per year and see it through to completion

Requirements:

• Minimum 3 years of hands-on, practitioner-level experience with a Search & Merchandising platform
• Demonstrably hands-on: you are comfortable configuring merchandising rules, tuning search relevance, working with product feeds and catalog attributes, and troubleshooting search quality issues directly — not just directing others to do so
• Strong understanding of ecommerce fundamentals: search relevance, category management, faceting, A/B testing, pixel/behavioral data, and conversion optimization
• Experience managing enterprise B2B SaaS customer relationships, including executive stakeholder management and QBR delivery
• Ability to translate technical platform capability into clear business value and commercial ROI narratives
• Comfortable operating in a lean, autonomous environment — this is a role for a self-starter who owns their book of business
• Direct experience with Bloomreach Search & Merchandising as a practitioner or CSM
• Background in in-house ecommerce trading, digital merchandising, or ecommerce management
• Experience supporting or collaborating with sales teams in a pre-sales or solution consulting capacity
• Familiarity with Bloomreach Marketing Automation (CDP, marketing automation) or other marketing automation platforms
• Knowledge of the APAC ecommerce landscape and experience managing clients in markets such as Australia, New Zealand, Southeast Asia
• Exposure to analytical concepts: A/B test design, statistical significance, revenue attribution, RPV/AOV analysis