Senior Customer Success Manager

Currently expanding our Customer Success team, we’re looking for a new colleague asSenior Customer Success Manager (CSM) for the UK. Could you be one of them?

Help top e-commerce businesses boost their performance. Disseminate the data-driven approach to business management, verify hypotheses, and identify objective facts where gut feelings used to be the norm.

Tasks and responsibilities:

As a Senior Customer Success Manager you will be expected to:

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 & Bloomreach's Engagement Pillar. On the client side, the CSM’s main role is to ensure that CDP Pillar 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 our CDP 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 expect of the candidate:

3-5 years of work experience. Ideally in B2B 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 or pursuing own business (ideally B2B). 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 modelling, 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. Basic understanding of technology around marketing cloud solutions. Independence, self-organization, ability to navigate ambiguous situations. Native fluency in English.

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 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 elaborates on our stellar 4.6/5 rating. The 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 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 paid out immediately after the new hire starts.

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.

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Our Perks and Benefits

Stock Equity Plan

One of Bloomreach’s core values is OWN. As Bloomreach grows and becomes more valuable, we want all of our employees to have a share in the success through ownership of Bloomreach stock. An OWNership mindset drives team members to think like true owners in how they operate in their day-to-day roles and in how we serve our customers.

Resident Coach

Our resident coach is an experienced communication and decision-making expert, available to help employees work through any personal or professional challenges.

Leadership Development Program

Managers are the key to the company’s success. We develop our managers across several key dimensions through regular feedback surveys, mentoring, and educational resources.

Company Performance Bonus

At Bloomreach, everyone participates in the company's success—not just through stock options, but also through regular bonuses, paid out every 6 months.

DisConnect Days

We’ve learned that the boundaries between work and life have blurred. Therefore, we provide one “DisConnect Day” each quarter, where the company shuts down so our people can enjoy time to relax and recharge.

Education Budget

Bloomreachers are granted an education stipend which renews each year. Buy some books, take an NLP class, or join a networking group!