Senior Customer Success Manager

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, as our Technical and Business Consultants do that.

Responsibilities

Be the trusted advisor and build long-term relationships that deliver value at every stage of the partnership; Own the analytical story by defining business questions, success metrics and reporting requirements, interpreting results with customers, and investigating reporting gaps; Specify technical work by writing clear briefs for Technical and Business Consultants and staying accountable for outcomes; Champion customer feedback by translating needs into actionable product feedback and partnering with Product on prioritization; Run the CSM core with the AM, including success planning, business reviews, status sessions, risk identification and managing the path to green; Own adoption, outcomes and retention for assigned accounts

Requirements

4–7 years in B2B and/or B2C SaaS; E-commerce, marketing or analytics experience, ideally as a CSM or Technical Account Manager; Ability to understand a client's business model quickly and identify which KPIs matter at their stage; Uses AI well to research, analyze, draft and problem-solve, with judgment on when to trust or check output; Flexibility and comfort with ambiguity; Experience leading projects, ideally teams; Familiarity with BI or analytics environments (Looker, Tableau, Power BI, GA4, Amplitude, Mixpanel) plus SQL or strong spreadsheet skills; Understanding of marketing attribution and its limits (last-touch vs. multi-touch, lookback windows, incrementality); Customer segmentation experience (RFM, cohort, lifecycle or CLTV); Experience with campaign and lifecycle platforms (Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, Emarsys or similar) and commerce data platforms (Shopify, BigCommerce, SFCC); Understanding of consumption-model SaaS metering (events, credits, seats, API calls); Structured problem triage across data, configuration and integration; Credibility with technical stakeholders, such as experience in technical account management, solutions, implementation, martech ops or agency delivery

Nice to have

Templating or expression language (Liquid, AMPscript, Jinja, Handlebars); Customer success platform experience such as Gainsight, Catalyst or Totango; Experience supporting a platform migration

Benefits

Health care including medical, dental and vision insurance; 401k plan with employer contribution; Freedom and trust with flexible working hours and no clock-in or clock-out; Virtual-first work with Bloomreach Hubs across three continents; Company events; 5 paid volunteering days; People Development Program and Leader Development Program; $1,500 annual professional education budget*; Employee Assistance Program*; Calm subscription*; Quarterly DisConnect days; Sports, yoga and meditation opportunities; Extended parental leave up to 26 calendar weeks for Primary Caregivers*; Restricted Stock Units or Stock Options depending on role, seniority and location*; Company performance bonus*; Employee referral bonus of up to $3,000; Bloomversaries work anniversary celebrations* (*subject to employment type; interns are exempt from some benefits)