Customer Success Manager

We're expanding our Customer Success team and looking for a technically confident Customer Success Manager to partner with our Growth customers across the UK. You'll help brands grow with Bloomreach, get the most from Loomi and the wider product suite, to help turn their goals into measurable results.

What our customers achieve depends on how well their data, tracking and integrations are set up to deliver value across our product suite. You won't write integration code or build data pipelines (our consultancy services and partners do that), but you will need to understand how the platform works under the hood, read the data behind a customer's results, have an up to date understanding of the AI landscape - especially in Martech all to work out where our customers need to go next to get maximum value from their relationship with Bloomreach.

You'll own a named book of customers using multiple Bloomreach solutions, working within a modern engagement model that combines automated, self-serve and product-led experiences with 1:many programmes and targeted 1:1 sessions when a customer needs them most. You'll be the face of Bloomreach for these customers: a trusted advisor, industry expert, a source of ideas, and the person who understands their setup well enough to connect them with the right resources on our side. You will work remotely from the UK or from our London office. 

These are the skills every CSM in the team uses week to week. We'll teach you Bloomreach, but we need you to bring the foundations.

• Understand how customer data flows. Know how a customer's events, profiles and product catalogue data reaches Bloomreach (whether that be through web and mobile SDKs, APIs, imports, data warehouse connectors and our Data Hub) and understand how identity is stitched from anonymous visitor to known customer. Use that knowledge to sense-check a customer's setup and any spot gaps for technical experts to investigate before they limit results.
• Read usage against entitlements. Interpret health, adoption and consumption data (monthly unique visitors, profiles, events, email and SMS volumes) against what a customer has contracted, and be able to explain what this usage means for our customers - are they trending ahead/behind or over and if so, why.
• Triage problems properly. When something isn't working, work out whether it sits in the data, the configuration or the integration, gather the evidence, and route it to Support, consultancy or a partner with a clear, reproducible description or scope.
• Explain the numbers. Build and interpret reporting on campaign revenue, conversion, average order value and customer lifetime value. When our numbers and the customer's analytics disagree, dig into tracking, attribution windows and methodology until you can explain the gap and ultimately the story behind the data and insights.
• Know what's possible, and brief it well. Understand what the platform can do across segmentation, scenarios, channels, personalisation, recommendations and search, so you can recommend realistic use cases and write a clear brief when a Technical or Business Consultant needs to build them.
• Use AI as a working tool. Use Loomi and other AI tools to analyse, research and draft, with the judgement to check and validate the output, and help customers put AI-driven capabilities to work in their own programmes.

Share your Knowledge. Whether it be industry insights, AI releases or use case utilisation, a CSM at Bloomreach should be keen to learn and share knowledge to their customers and colleagues alike. We will teach you Bloomreach but experience and interest in Martech, working with and experimenting with AI and agentic approaches will be key to your success.

• Own a named book of Growth customers. Act as each customer's designated CSM and main point of contact for adoption, value, satisfaction and the technical health of their setup.
• Map Bloomreach to each customer's world. Understand their goals, pain points, data and tech stack, then translate these into clear recommendations and success plans that connect Bloomreach and Loomi capabilities to the outcomes they care about.
• Be the ideas factory. Bring best practice, use-case inspiration and a point of view on what good looks like. Hand off hands-on configuration, implementation and campaign build to our consultancy services, partner network or Support, with a brief clear enough that work can start without a second round of questions.
• Deliver engagement at scale. Host and facilitate 1:many programmes such as masterclasses, new-customer mini summits, webinars and customer events, alongside workshops, technical deep dives and consulting sessions for individual customers.
• Read the signals. Monitor health, adoption, usage and data-quality signals across your book, spot risk and growth signals early, and share them promptly with your Account Manager counterpart.
• Partner with Account Management. Work closely with Account Managers and Renewal Specialists, bringing adoption, value, usage and relationship context into account and renewal conversations. You own adoption, outcomes and retention; your Account Manager owns commercial growth and executive alignment. Together you make sure every customer experiences one joined-up Bloomreach team.
• Champion the customer. Capture feedback for our Product teams, including technical gaps and limitations with the evidence behind them. Identify advocates and success stories, and contribute to the programmes, content and playbooks that help the whole segment succeed.

• Customers' data and tracking are set up well enough to support the use cases they want to run, and gaps are spotted and resolved early.
• Technical issues are triaged quickly and land with the right team to resolve these issues first time.
• Customers understand how Bloomreach supports their goals and can see progress against them, backed by numbers they trust.
• Adoption across the platform is healthy and growing, including adoption of new as well well as AI and Agentic-driven capabilities.
• Customers engage with and value the programmes, events and resources available to them.
• Risk and growth signals reach the right people early, and customers are retained and satisfied.

Technical foundations

• 2+ years in a customer-facing role in B2B SaaS, e-commerce, marketing technology or digital marketing, ideally as a CSM or Technical Account Manager, or in solutions, implementation, martech operations or agency delivery, where you sat between marketers and technical teams.
• Hands-on experience with at least one marketing automation, ESP or CDP platform (Bloomreach, Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys or similar), plus an understanding of the commerce data behind it (catalogue, cart, purchase) from platforms such as Shopify, BigCommerce or Salesforce Commerce Cloud.
• Working knowledge of web tracking and data integration: how events and identifiers are captured, what APIs and data feeds do, and how consent affects what can be tracked.
• Comfortable with exploring data: Knowledge of SQL or strong spreadsheet skills to sanity-check a number, and familiarity with an analytics or BI tool such as GA4, Looker, Tableau, Power BI, Amplitude or Mixpanel.
• A working understanding of marketing attribution (last-touch versus multi-touch, lookback windows) and customer segmentation (RFM, cohort, lifecycle).
• A structured approach to problem-solving: when two systems disagree, you find out why rather than explain it away.

Customer and consulting skills

• Strong interpersonal and relationship-building skills: you build trust and rapport quickly, keep relationships strong when much of the engagement is remote, digital or in group settings, and earn credibility with stakeholders from day-to-day practitioners to senior leaders.
• The ability to quickly understand a customer's business model, priorities and KPIs, and to map solutions to their goals and challenges.
• Confident presentation and facilitation skills, including explaining technical concepts clearly to non-technical audiences, from a single-customer workshop to a room or virtual audience.
• Strong organisation and prioritisation, with the judgement to know where your time will have the most impact across a varied book of customers.
• Good judgement on when to bring in specialists, and the collaboration skills to work smoothly with Account Management, consultancy, partners, Support and Product.

Nice to have

• Knowledge of a templating language (Jinja, Liquid, AMPscript or Handlebars); basic HTML and CSS for email and web; a customer success platform such as Gainsight; or experience supporting a platform implementation or migration.