About the Role
Title: Customer Success Manager
Location: Remote (USA)
JobDescription:
Bloomreach is the worlds #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:
- Discovery, offering AI-driven search and merchandising
- Content, offering a headless CMS
- Engagement, offering a leading CDP and marketing automation solutions
Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern Mnchen, and Marks & Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit Bloomreach.com.
About the Role
Customer Success Managers at Bloomreach are the customers’ advocate and key to a successful client partnership. All our Customer Success teams are focused on retention, customer satisfaction, and identifying new opportunities to expand our relationships with our customers to drive win, win relationships. Customer Success Managers run a portfolio of accounts of varying sizes (number of accounts and ARR value), tiers and industries (e.g. retail, hospitality, subscription, finance).
What you’ll do:
- Build long-term relationship with your clients
- Act as a trusted advisor & industry expert able to challenge the status quo
- Act as a guardian for both, client & Bloomreach Engagement
- On the client side, the CSMs main role is to ensure that we deliver value to the client at every moment of the cooperation.
- As a trusted advisor, the CSM should educate the client about the best ways forward in their industry and ensure that our CDP is fully aligned with their clients goals & strategy.
- On the other hand, the CSM should ensure that the cooperation is a win-win for both sides.
- The CSM will run all required CSM duties including success planning, business reviews and status sessions
- Ability to identify risk and manage path to green and proactively engage all relevant stakeholders in the process
- Independence, self-organization, ability to navigate ambiguous
- Ability to discuss Content and Discovery pillars
What you’ll need:
- 2-5 years in B2B and/or B2C SaaS in online retail/e-commerce analytics, marketing. Ideally as an Account Manager/CSM or other similar role.
- In-depth knowledge of business and business trends, and the ability to understand clients business models extremely fast.
- Knowledge of e-commerce, marketing and the current trends in the industry.
- Experience of leading teams and projects
- Familiarity with the following emerging sectors (the more the better) online analytics, BI, performance marketing, product management, marketing automation, data science, A/B testing, personalisation, campaign optimisation, automation, customer lifetime, e-mailing automation, reactivation, customer segmentation, attribution modeling, prediction.
- Ability to understand and actively use analytical concepts to identify which stage the business has reached, which KPIs are crucial for decision-making and which metrics the business is based on.
- Understanding of technology around marketing cloud solutions.
- Independence, self-organization, ability to navigate ambiguous situations.