Bloomreach - Customer Success Manager

Remote - United Kingdom+ Equity1w ago

Requirements

• Technical foundations • 2+ years in a customer-facing role in B2B SaaS, e-commerce, marketing technology or digital marketing, ideally as a CSM or Technical Account Manager, or in solutions, implementation, martech operations or agency delivery, where you sat between marketers and technical teams. • Hands-on experience with at least one marketing automation, ESP or CDP platform (Bloomreach, Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys or similar), plus an understanding of the commerce data behind it (catalogue, cart, purchase) from platforms such as Shopify, BigCommerce or Salesforce Commerce Cloud. • Working knowledge of web tracking and data integration: how events and identifiers are captured, what APIs and data feeds do, and how consent affects what can be tracked. • Comfortable with exploring data: Knowledge of SQL or strong spreadsheet skills to sanity-check a number, and familiarity with an analytics or BI tool such as GA4, Looker, Tableau, Power BI, Amplitude or Mixpanel. • A working understanding of marketing attribution (last-touch versus multi-touch, lookback windows) and customer segmentation (RFM, cohort, lifecycle). • A structured approach to problem-solving: when two systems disagree, you find out why rather than explain it away. • Strong interpersonal and relationship-building skills: you build trust and rapport quickly, keep relationships strong when much of the engagement is remote, digital or in group settings, and earn credibility with stakeholders from day-to-day practitioners to senior leaders. • The ability to quickly understand a customer's business model, priorities and KPIs, and to map solutions to their goals and challenges. • Confident presentation and facilitation skills, including explaining technical concepts clearly to non-technical audiences, from a single-customer workshop to a room or virtual audience. • Strong organisation and prioritisation, with the judgement to know where your time will have the most impact across a varied book of customers. • Good judgement on when to bring in specialists, and the collaboration skills to work smoothly with Account Management, consultancy, partners, Support and Product. • Knowledge of a templating language (Jinja, Liquid, AMPscript or Handlebars); basic HTML and CSS for email and web; a customer success platform such as Gainsight; or experience supporting a platform implementation or migration. • More things you'll like about Bloomreach: • Culture: • Culture: • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. • We believe in flexible working hours to accommodate your working style. • We work virtual-first with several Bloomreach Hubs available across three continents. • We organize company events to experience the global spirit of the company and get excited about what's ahead. • We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*. • The Bloomreach Glassdoor page elaborates on our stellar 4.7/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5 • Personal Development: • We have a People Development Program - participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. • Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.* • Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. • Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)* • Well-being: • Well-being: • The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.* • Subscription to Calm - sleep and meditation app.* • We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. • We facilitate sports, yoga, and meditation opportunities for each other. • Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Responsibilities

• Own a named book of Growth customers. Act as each customer's designated CSM and main point of contact for adoption, value, satisfaction and the technical health of their setup. • Own a named book of Growth customers. • Map Bloomreach to each customer's world. Understand their goals, pain points, data and tech stack, then translate these into clear recommendations and success plans that connect Bloomreach and Loomi capabilities to the outcomes they care about. • Map Bloomreach to each customer's world. • Be the ideas factory. Bring best practice, use-case inspiration and a point of view on what good looks like. Hand off hands-on configuration, implementation and campaign build to our consultancy services, partner network or Support, with a brief clear enough that work can start without a second round of questions. • Be the ideas factory. • Deliver engagement at scale. Host and facilitate 1:many programmes such as masterclasses, new-customer mini summits, webinars and customer events, alongside workshops, technical deep dives and consulting sessions for individual customers. • Deliver engagement at scale. • Read the signals. Monitor health, adoption, usage and data-quality signals across your book, spot risk and growth signals early, and share them promptly with your Account Manager counterpart. • Read the signals. • Partner with Account Management. Work closely with Account Managers and Renewal Specialists, bringing adoption, value, usage and relationship context into account and renewal conversations. You own adoption, outcomes and retention; your Account Manager owns commercial growth and executive alignment. Together you make sure every customer experiences one joined-up Bloomreach team. • Partner with Account Management. • Champion the customer. Capture feedback for our Product teams, including technical gaps and limitations with the evidence behind them. Identify advocates and success stories, and contribute to the programmes, content and playbooks that help the whole segment succeed. • Champion the customer. • What success looks like • Customers' data and tracking are set up well enough to support the use cases they want to run, and gaps are spotted and resolved early. • Technical issues are triaged quickly and land with the right team to resolve these issues first time. • Customers understand how Bloomreach supports their goals and can see progress against them, backed by numbers they trust. • Adoption across the platform is healthy and growing, including adoption of new as well well as AI and Agentic-driven capabilities. • Customers engage with and value the programmes, events and resources available to them. • Risk and growth signals reach the right people early, and customers are retained and satisfied.

Benefits

• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.* • Everyone gets to participate in the company's success through the company performance bonus.* • We offer an employee referral bonus of up to $3,000! • We reward & celebrate work anniversaries -- Bloomversaries!* • (*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.) • Excited? Join us and transform the future of commerce experiences! • If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful! • Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.