Senior Customer Success Manager

Bloomreach is building an agentic platform for personalization that helps businesses improve customer journeys through autonomous search, conversational shopping, and autonomous marketing. The Senior Customer Success Manager will advocate for customers, manage a portfolio of accounts, drive adoption, retention, and satisfaction, demonstrate platform value through analytics, coordinate technical work, and translate customer feedback into product improvements.

Responsibilities:

• 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

Requirements:

• 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 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
• You adapt, learn fast, self-organize, and stay comfortable with ambiguity
• Experience leading projects
• You know what reporting can be built — and can explain it
• 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
• Last-touch versus multi-touch, lookback windows, incrementality — and the confidence to explain a methodology difference to a skeptic
• RFM, cohort, lifecycle or CLTV segmentation in a CDP, ESP, loyalty platform or SQL
• 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
• Reading usage against contracted entitlements — transferable from any metered SaaS (events, credits, seats, API calls)
• 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
• You have sat between marketers and engineers — technical account management, solutions, implementation, martech ops or agency delivery
• ideally teams