[Hiring] Senior Customer Success Manager @Bloomreach

Role Description

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 — our Technical and Business Consultants do that. The role is also changing quickly, our product, our AI capabilities and our customers' expectations all move fast, and the job looks different each quarter. We want someone who treats that as the interesting part.

What you'll do:

• 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.

Qualifications

• 4–7 years in B2B and/or B2C SaaS.
• E-commerce, marketing or analytics — ideally as a CSM or Technical Account Manager.
• You use AI well.
• Flexibility, as a default.
• Experience leading projects, and ideally teams.
• 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.
• Understanding of marketing attribution and its limits.
• Experience with customer segmentation.
• Technical fluency with campaign and lifecycle platforms.
• Consumption-model literacy.
• Structured problem triage.
• Credibility with technical stakeholders.

Requirements

• Any of these are a bonus, not a requirement: a templating or expression language (Liquid, AMPscript, Jinja, Handlebars); a customer success platform such as Gainsight, Catalyst or Totango; or experience supporting a platform migration.
• We're looking for someone curious about how it works, comfortable with data, and willing to dig into a problem rather than pass it along.

Benefits

• Health care including medical, dental, and vision insurance.
• 401k plan with employer contribution.
• Employee Assistance Program with counselors for non-work-related challenges.
• Subscription to Calm - sleep and meditation app.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.
• Restricted Stock Units or Stock Options depending on role, seniority, and location.
• Participation in the company's success through the company performance bonus.
• Employee referral bonus of up to $3,000.
• Celebration of work anniversaries — Bloomversaries!