Senior Customer Success Manager

Bluecore is a leading company in retail e-commerce, and they are seeking a Senior Customer Success Manager. In this role, you will manage an enterprise book of business, providing strategic insights and building strong partnerships with customers to ensure their success on the Bluecore platform.

Responsibilities:

• Own and grow an enterprise book of business, digging into what makes each customer's business tick and building a marketing strategy on Bluecore's platform that actually gets them there
• Dive into daily, weekly, monthly, and annual results across Bluecore, Excel/Sheets, and platforms like GA or Adobe, tell the story behind the wins and the losses, and turn what you find into sharp, data driven recommendations, content and audience ideas, and expansion opportunities that get internal teams and customer leadership excited to act
• Be the person who spots the moment a trend shifts before anyone else does, pressure tests your hunches, and moves fast from root cause to a real fix
• Move fluidly across every level of a customer's marketing organization, from the people in the weeds day to day to the leaders setting strategy, knowing exactly what each of them cares about and speaking to it
• Own the rhythm of the account: set the alignment meetings before anyone asks, keep a clear eye on progress against goals, know the contract inside and out, and catch a commercial risk long before it threatens a renewal or upsell
• Chase down the right information from every available source, bring real solutions to the table, and get ahead of problems before they become problems, the kind of person peers naturally come to for answers
• Show up as a true team player, across your squad and beyond, jumping in to help solve problems and setting the tone in the room
• Mentor the people around you, sharing what you know and staying sharp enough to adapt your own approach as the business evolves
• Turn stakeholders at every level of the customer's organization into genuine champions, acting as a trusted advisor from the inside
• Know the Bluecore platform inside and out, including what makes it different, so you can unlock both the fundamentals and the advanced plays for your clients, and help shape the playbooks the rest of the organization builds on
• Bring serious program management chops, juggling and prioritizing across a full slate of enterprise initiatives without missing a beat

Requirements:

• BA/BS degree and experience working with or for retailers in digital marketing or another DTC marketing capacity, ideally earned on the brand side
• A consultative streak, whether that's formal consulting experience or a natural ability to operate that way with sophisticated, enterprise level retail clients
• A track record of owning an enterprise book of business or a portfolio of high value, high complexity accounts, and growing it
• Real fluency across email marketing, SMS, digital marketing operations, data analytics, and CRM
• Comfort in the numbers: online consumer analytics like transactions, average order value, and conversion rates, plus reporting tools such as GA or Adobe Analytics
• A natural ability to build relationships across every level of a customer's marketing organization, from practitioners to senior leadership, knowing what matters to each
• Willingness to travel to customers at least 20% of the time
• A self-starter who thrives on a team, enjoys mentoring others along the way, and juggles multiple priorities without breaking stride
• Customer success and/or account management at an innovative marketing SaaS company is a big plus