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.

Bloomreach is seeking a Customer Success Manager to engage with our customers to take them on a digital experience transformation journey. This role is on the cutting edge of the digital experience industry and will be developing the best practices and innovative ideas in the market. Partnering with our customers’ leadership and delivery teams, Digital Experience Managers drive a program of change to build the digital experience and advise their customers on how to get the most out of the Bloomreach platform to drive business value. They work side-by-side with our customer teams to partner in the digital journey, help them ideate and envision the art of the possible to deliver as much value as possible with the Bloomreach digital experience platform.

Your role will require significant collaboration with customers and internal teams to deliver innovative ideas and business value to our customers. You will need to spend significant time with our customers - educating them on the potential of Bloomreach and their digital experiences. Additionally, you will work cross-functionally with our Bloomreach teams - Account Management, Product, Technical Services, Business Services, Support - to ensure that our customers are getting the newest ideas and the best value while feeding customer ideas and questions back to the appropriate Bloomreach teams.  

A strong customer orientation, exceptional collaboration skills, intellectual curiosity, and critical thinking background are key elements for success in this role.

Responsibilities

• Influence the mindset of customers and account teams by challenging the status quo and bringing innovative ideas that showcase Bloomreach’s unique value proposition to our customers’ digital experiences
• Demonstrate how a digital experience vision can become a reality by being an expert in digital experiences and the Bloomreach platform
• Provide experience and leadership capabilities to ensure a successful digital experience roadmap where maximum business value is created
• Establish yourself in the marketplace and internally as a thought leader and trusted advisor to customer teams and account teams
• Own the customer satisfaction and value demonstration in strategic accounts

The ideal candidate

• 2+ years of professional experience, including technical and/or business consulting
• Analytical and comfortable identifying stories within raw data
• Have the drive and flexibility to roll up your sleeves and work hard in a fast-moving startup environment
• Strong presentation and communication skills, with creative and out-of-the-box thinking
• Hands-on SaaS experience is a plus
• Management experience is a plus
• Experience with SEO, Site Search, and Merchandising tools are a plus
• E-commerce experience is a plus
• B2B Experience is a plus
• BA/BS degree

What we offer

By joining our team, you'll enjoy:

• A challenging position with lots of growth potential: feel empowered and gain the support you need for personal and professional development.
• A Work from Anywhere philosophy: Work with a team of fiercely intelligent, international coworkers in our office in the heart of London or work from anywhere! The choice is yours.
• A flat, non-hierarchical structure and open(-source) mentality.
• A commitment to excellence and the fierce loyalty with which we value our team members.

#LI-HO1

#LI-HO1

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