Senior Customer Success Manager

<div class="content-intro"><div class="p-rich_text_section">Bloomreach is building the world’s premier <strong data-stringify-type="bold">agentic platform for personalization</strong>.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the <strong data-stringify-type="bold"><em data-stringify-type="italic">entire</em></strong> customer journey.</div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">We're taking <strong data-stringify-type="bold">autonomous search</strong> mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.</li> <li data-stringify-indent="0" data-stringify-border="0">We’re making <strong data-stringify-type="bold">conversational shopping</strong> a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.</li> <li data-stringify-indent="0" data-stringify-border="0">We're designing the future of <strong data-stringify-type="bold">autonomous marketing</strong>, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.</li> </ul> <div class="p-rich_text_section">And we're building all of that on the intelligence of a single AI engine — <strong data-stringify-type="bold">Loomi AI</strong> — 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.</div></div><p>We are expanding our Customer Success team in APAC and looking for a <strong>Senior Customer Success Manager</strong> with deep, hands-on expertise in ecommerce <strong>Search & Merchandising</strong>.</p> <p>Senior Customer Success Managers at Bloomreach are the customer advocate and the key driver of a successful client partnership. This role sits at the intersection of ecommerce strategy, product expertise, and measurable value delivery — and it requires someone who is genuinely hands-on and comfortable working directly inside our Search & Merchandising platform, not just advising from the sidelines.</p> <p>The primary focus of this role is <strong>Bloomreach Search & Merchandising</strong>. Depending on business needs, the successful candidate may also provide coverage or solution consulting support on Bloomreach Marketing Automation accounts, or partner with the APAC Sales team in a solution consulting capacity during the sales cycle.</p> <p>This is a unique opportunity to be a foundational member of the APAC Customer Success team and directly shape how Bloomreach delivers value in the region.</p> <h2>Tasks & Responsibilities</h2> <p>As a Senior Customer Success Manager – Discovery (APAC), you will be expected to:</p> <p><strong>Customer Success & Relationship Management</strong></p> <ul> <li>Build and maintain long-term strategic relationships with a portfolio of enterprise and mid-market APAC clients on Bloomreach Search & Merchandising</li> <li>Act as the trusted advisor for your book of business — understanding each customer's ecommerce KPIs, business objectives, and seasonal priorities</li> <li>Run all core CSM motions: success planning, quarterly business reviews (QBRs), roadmap reviews, and regular value-focused check-ins</li> <li>Proactively identify and manage at-risk accounts, executing churn risk plans and engaging internal stakeholders to drive a path to green</li> </ul> <p><strong>Hands-On Product Expertise</strong></p> <ul> <li>Get into the Search & Merchandising dashboard and directly assist customers with platform configuration, search relevance tuning, merchandising rules, synonym management, category optimization, and A/B testing</li> <li>Monitor and flag pixel health issues; coordinate with Technical Consultants and support teams for resolution</li> <li>Enable customers to adopt new features (e.g., Loomi Search+, Dynamic Categories, Merchandising Campaigns, Recommendations & Pathways, Contextual Merchandising)</li> <li>Lead optimization consulting sessions, product training, and best practice enablement</li> </ul> <p><strong>Data-Driven Value & ROI</strong></p> <ul> <li>Develop and execute structured A/B testing frameworks to quantify the revenue impact of search and merchandising configurations</li> <li>Build and present incremental ROI stories at QBRs — connecting platform usage to measurable business outcomes (conversion lift, RPV, AOV)</li> <li>Use Bloomreach Insights and reporting tools to identify optimization opportunities and drive customer adoption</li> </ul> <p><strong>APAC Growth & Cross-Functional Support</strong></p> <ul> <li>Collaborate with APAC Account Managers, Technical Consultants, and the Sales team to drive account expansion and renewal outcomes</li> <li>Support the Sales team in a solution consulting capacity for Search & Merchandising prospects when required, including product demonstrations, RFP responses, and technical scoping</li> <li>Where appropriate, provide strategic coverage or account support for Bloomreach Marketing Automation customers</li> </ul> <p><strong>Internal Contribution</strong></p> <ul> <li>Contribute to team playbooks, success planning templates, and best practice frameworks</li> <li>Act as the voice of the APAC customer to Product and Engineering teams</li> <li>Run a minimum of one additional team initiative per year and see it through to completion</li> </ul> <h2>What We're Looking For</h2> <p><strong>Must-Have</strong></p> <ul> <li>Minimum <strong>3 years of hands-on, practitioner-level experience</strong> with a Search & Merchandising platform</li> <li>Demonstrably hands-on: you are comfortable configuring merchandising rules, tuning search relevance, working with product feeds and catalog attributes, and troubleshooting search quality issues directly — not just directing others to do so</li> <li>Strong understanding of ecommerce fundamentals: search relevance, category management, faceting, A/B testing, pixel/behavioral data, and conversion optimization</li> <li>Experience managing enterprise B2B SaaS customer relationships, including executive stakeholder management and QBR delivery</li> <li>Ability to translate technical platform capability into clear business value and commercial ROI narratives</li> <li>Comfortable operating in a lean, autonomous environment — this is a role for a self-starter who owns their book of business</li> </ul> <p><strong>Highly Regarded</strong></p> <ul> <li>Direct experience with <strong>Bloomreach Search & Merchandising</strong> as a practitioner or CSM</li> <li>Background in in-house ecommerce trading, digital merchandising, or ecommerce management</li> <li>Experience supporting or collaborating with sales teams in a pre-sales or solution consulting capacity</li> <li>Familiarity with Bloomreach MArketing Automation (CDP, marketing automation) or other marketing automation platforms</li> <li>Knowledge of the APAC ecommerce landscape and experience managing clients in markets such as Australia, New Zealand, Southeast Asia</li> <li>Exposure to analytical concepts: A/B test design, statistical significance, revenue attribution, RPV/AOV analysis</li> </ul> <p><strong>Personal Attributes</strong></p> <ul> <li>Genuinely hands-on and curious — you want to understand how the platform works, not just manage the relationship around it</li> <li>Strategic thinker with the ability to build a value roadmap and execute against it</li> <li>Strong communicator who can adapt your style across merchandising teams, technical stakeholders, and C-suite audiences</li> <li>Collaborative team player who partners effectively with Account Management, Technical Consultants, and Product</li> <li>Comfortable with ambiguity and able to build structure in a fast-moving, high-growth environment</li> </ul> <h2>What We Offer</h2> <ul> <li>The opportunity to be a key player in building Bloomreach's Customer Success function in APAC</li> <li>A collaborative, mature global team with deep Search & Merchandising expertise to lean on</li> <li>A product that is genuinely AI-native and market-leading in ecommerce search and merchandising</li> <li>Autonomy to build your own playbook and make a direct commercial impact</li> <li>Flexible remote working within APAC time zones</li> <li>Competitive salary, equity participation, and comprehensive benefits</li> <li>Access to Bloomreach Academy, ongoing enablement, and professional development resources</li> </ul> <p><strong><span style="color: rgb(255, 255, 255);">#LI-HO1</span></strong></p><div class="content-conclusion"><h2 style="text-align: justify;"><span style="font-size: 18pt;">More things you'll like about Bloomreach:</span></h2> <h3 style="text-align: justify;"><strong>Culture:</strong></h3> <ul> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">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. </span></div> </li> <li> <div><span style="font-weight: 400;">We have defined our </span><a href="https://www.bloomreach.com/en/careers?utm_source=Job-Description-Footer&utm_medium=Job-Description&utm_content=Hyperlink-1" target="_blank"><span style="font-weight: 400;">5 values</span></a><span style="font-weight: 400;"> 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. </span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We believe in flexible working hours to accommodate your working style.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We work virtual-first with several Bloomreach Hubs available across three continents.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We organize company events to experience the global spirit of the company and get excited about what's ahead.</span></div> </li> <li data-stringify-indent="0" data-stringify-border="0"> <div>We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.</div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">The </span><a href="https://www.glassdoor.com/Overview/Working-at-Bloomreach-EI_IE442167.11,21.htm" target="_blank"><span style="font-weight: 400;">Bloomreach Glassdoor page</span></a><span style="font-weight: 400;"> elaborates on our stellar 4.4/5 rating. The <a href="https://www.comparably.com/companies/bloomreach" target="_blank">Bloomreach Comparably page</a> Culture score is even higher at 4.9/5</span></div> </li> </ul> <h3 style="text-align: justify;"><strong>Personal Development:</strong></h3> <ul style="text-align: justify;"> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">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.</span></div> </li> <li> <div><span style="font-weight: 400;">Our resident communication coach </span><a href="https://www.linkedin.com/in/ivo-ve%C4%8De%C5%99a-2a94291/" target="_blank"><span style="font-weight: 400;">Ivo Večeřa</span></a><span style="font-weight: 400;"> is available to help navigate work-related communications & decision-making challenges.*</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">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.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*</span></div> </li> </ul> <h3 style="text-align: justify;"><strong>Well-being:</strong></h3> <ul style="text-align: justify;"> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">Subscription to Calm - sleep and meditation app.*</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">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.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We facilitate sports, yoga, and meditation opportunities for each other.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">Extended parental leave up to 26 calendar weeks for Primary Caregivers.*</span></div> </li> </ul> <h3 style="text-align: justify;"><strong>Compensation:</strong></h3> <ul style="text-align: justify;"> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">Everyone gets to participate in the company's success through the company performance bonus.*</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.</span></div> </li> <li style="font-weight: 400;"> <div><span style="font-weight: 400;">We reward & celebrate work anniversaries -- Bloomversaries!*</span></div> </li> </ul> <p style="text-align: justify;"><em><span style="font-weight: 400;">(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)</span></em></p> <p style="text-align: justify;"><strong>Excited? Join us and transform the future of commerce experiences!</strong></p> <p style="text-align: justify;"><span style="font-weight: 400;"><em>If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!</em></span></p> <hr> <p style="text-align: justify;"><em><span style="font-weight: 400;">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.</span></em></p> <p style="text-align: justify;"><span style="color: rgb(236, 240, 241);">#LI-Remote</span></p></div>