Senior Customer Success Manager

Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire  customer journey.

• We're taking autonomous search  mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
• We’re making conversational shopping  a reality, connecting every shopper with tailored guidance and product expertise - available on demand, at every touchpoint in their journey.
• We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.

And we're building all of that on the intelligence of a single AI engine - Loomi - so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

Currently expanding our Customer Success team, we're looking for a new colleague as a Customer Success Manager (CSM) to join our Client Services Team.

You will be the key contact point for a portfolio of approximately 20 customers, treating them as your own business space - driving strategy, growth, and value at every stage of the cooperation. This role requires someone who thrives independently, is proactive by nature, and takes full end-to-end ownership of their client relationships. You won't wait for instructions - you'll identify opportunities, make decisions, and drive outcomes on your own. Working in one of our Central European offices or from home on a full-time basis, you’ll become a core part of the Client Services Team.

The base salary range for this position is €31,000-€39,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Could you be the one?

What You'll Do

• Build long-term relationship with your clients
• Act as a trusted advisor & industry expert able to challenge the status quo
• The role of CSM is to act as a guardian for both, client & Engagement product.
• On the client side, the CSM’s main role is to ensure that Engagement delivers 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 Engagement is fully aligned with their client’s goals & strategy.
• On the other hand, the CSM should ensure that the cooperation is a win-win for both sides.

What We're Looking For

Experience & Background:

• 2-4 years of work experience, ideally 2+ years in B2B SaaS in online retail/e-commerce analytics, marketing. Ideally as an Account Manager/CSM or other similar role. Advantage is also experience from media or advertising agency.
• 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.
• Familiarity with the following emerging sectors (the more the better) - online analytics, performance marketing, product management, marketing automation, data science, A/B testing, personalisation, campaign optimisation, automation, customer lifetime, e-mailing automation, reactivation, customer segmentation, attribution modelling, prediction.
• 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.

Languages:

• English - working proficiency (required)
• French - nice to have 

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 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:

• 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.*

Compensation:

• 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.