Customer Success Manager

Bloomreach is building the world's premier agentic platform for personalization, helping businesses connect with customers through AI agents across the customer journey. The team is expanding its Customer Success team and is looking for a technically confident Customer Success Manager to partner with Growth customers across the UK, helping brands grow with Bloomreach, get the most from Loomi and the wider product suite, and turn their goals into measurable results. The role is remote from the UK or from the London office.

Responsibilities

Own a named book of Growth customers and act as designated CSM and main point of contact for adoption, value, satisfaction and technical health of their setup; Map Bloomreach and Loomi capabilities to each customer's goals, pain points, data and tech stack, and create clear recommendations and success plans; Bring best practice, use-case inspiration and a point of view on what good looks like, and hand off implementation and campaign build to consultancy, partners or Support with clear briefs; Host and facilitate 1:many programmes (masterclasses, mini summits, webinars, customer events) and 1:1 workshops, technical deep dives and consulting sessions; Monitor health, adoption, usage and data-quality signals, spot risk and growth early, and share them with Account Management; Partner with Account Managers and Renewal Specialists on adoption, value and renewal conversations; Capture customer feedback for Product teams with supporting evidence, identify advocates and success stories, and contribute to programmes, content and playbooks; Understand customer data flows and identity stitching, sense-check setups, read usage against entitlements, triage problems to the right team, and build and interpret reporting on campaign revenue, conversion, AOV and CLV

Requirements

2+ years in a customer-facing role in B2B SaaS, e-commerce, marketing technology or digital marketing (ideally CSM, Technical Account Manager, or solutions, implementation, martech operations or agency delivery); Hands-on experience with at least one marketing automation, ESP or CDP platform (e.g., Bloomreach, Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys) and understanding of commerce data (catalogue, cart, purchase) from platforms such as Shopify, BigCommerce or Salesforce Commerce Cloud; Working knowledge of web tracking and data integration (events, identifiers, APIs, data feeds, consent); Knowledge of SQL or strong spreadsheet skills, and familiarity with an analytics or BI tool (GA4, Looker, Tableau, Power BI, Amplitude or Mixpanel); Working understanding of marketing attribution (last-touch vs. multi-touch, lookback windows) and customer segmentation (RFM, cohort, lifecycle); Structured approach to problem-solving; Strong interpersonal and relationship-building skills, including remote and group engagement; Ability to quickly understand a customer's business model, priorities and KPIs; Confident presentation and facilitation skills for technical and non-technical audiences; Strong organisation and prioritisation; Good judgement on when to bring in specialists and collaborate with Account Management, consultancy, partners, Support and Product

Nice to have

Knowledge of a templating language (Jinja, Liquid, AMPscript or Handlebars); Basic HTML and CSS for email and web; Experience with a customer success platform such as Gainsight; Experience supporting a platform implementation or migration

Benefits

A great deal of freedom and trust with no clock in/out and limited approval processes; Flexible working hours; Virtual-first work with several Bloomreach Hubs across three continents; Company events; Up to 5 paid days off for volunteering; People Development Program and personal development workshops; Access to a resident communication coach; Leader Development Program for managers; $1,500 annual professional education budget; Employee Assistance Program; Calm app subscription; Quarterly 'DisConnect' days off; 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 up to $3,000; Bloomversaries work anniversary rewards