About the Role
Title: Enterprise Customer Success Director
Location: United Kingdom
Job Description:
Bloomreach is the world’s #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 München, 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.
What challenge awaits you?
As an Enterprise Customer Success Director you are responsible for ensuring our Enterprise customers are getting best in class value from our software and our services to transform their businesses. This will include crafting a clear ‘story’ to drive adoption of Bloomreach, mastering relationships with customers from practitioner though to senior executive and being the voice of those customers inside of our organisation.
You will not do this alone! Our team of CSMs, Business Consultants, Technical Consultants and Account Managers will also be primary contacts with our customers and you’ll be supported by a dedicated team of support, product, engineering and marketing professionals. Your job will be to take personal responsibility for all of our EMEA (and sometimes beyond) Enterprise customers and ensure their NPS, adoption and renewal.
More specifically your job will be to:
- Act as a trusted advisor & industry expert to secure access to power and influence senior executives
- Be at the forefront of thought leadership, digital transformation and the role of AI in accelerating value for our customers
- Act as a very senior individual contributor within our business, with the opportunity to influence our CS, business consultancy, product and commercial teams
- Drive continuous improvement through pioneering new techniques and seeing them through to delivery across our team at scale
- Own specific accounts as their Enterprise CSM and support all Enterprise accounts with their own dedicated CSMs. Your primary role is to influence across the book of business but those skills will be best developed with an owned book of your own
You have the following experience and qualities:
- 10+ years in Customer Success or a related customer facing role within fast-paced environments, with a proven track record of delivering best in class GRR
- Analytical and data-driven mindset with an curiosity and passion for new ideas and a drive to deliver projects though to completion
- Expert influencing skills with customers and cross-functional teams
- Strong strategic planning and execution skills, including developing new processes, defining success metrics, and measuring success
- Excellent communication and collaboration skills with a desire to travel and be customer facing
- Knowledge of e-commerce, marketing and the current trends in the industry
More things you’ll like about Bloomreach:
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 remote-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 4.6/5 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:
- 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.*