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. About the Role: Bloomreach is seeking a Senior Customer Success Manager to be our customers' advocate and the key to a successful client partnership. Our Customer Success teams are focused on adoption, retention and customer satisfaction, and on identifying new opportunities to expand our relationships. You will run a portfolio of accounts of varying size, tier and industry. This is a technically fluent Customer Success role. You will not be writing integration code or building data pipelines — our Technical and Business Consultants do that. The role is also changing quickly, our product, our AI capabilities and our customers' expectations all move fast, and the job looks different each quarter. We want someone who treats that as the interesting part. What you'll do: • Be the trusted advisor. Build long-term relationships, challenge the status quo, and act as guardian for both the client and Bloomreach — making sure the partnership delivers value at every stage and stays a genuine win-win. • Own the analytical story. Define the business questions, success metrics, and reporting requirements that demonstrate platform value — campaign revenue, average order value, customer lifetime value, adoption, and benchmark performance. Interpret the results with the customer, and when our reporting and theirs disagree, investigate tracking, methodology, and attribution until you can explain the gap. • Specify technical work and bring in the right people. Write a clear brief for our Technical and Business Consultants when custom reporting, data investigation, or implementation work is required, sequence it realistically, and stay accountable for the outcome. • Champion customer feedback. Translate customer needs, pain points, and business impact into actionable product feedback; partner with Product on prioritization and keep customers informed on relevant progress. • Run the CSM core, with your AM. Success planning, business reviews and status sessions — identifying risk and managing the path to green. You own adoption, outcomes and retention; your AM owns commercial growth and executive alignment. What you'll need: You do not need Bloomreach experience. The equivalents below are what we screen for. Experience and approach • 4–7 years in B2B and/or B2C SaaS. E-commerce, marketing or analytics — ideally as a CSM or Technical Account Manager. You understand a client's business model fast, and which KPIs matter at their stage. • You use AI well. You reach for AI to research, analyze, draft and problem-solve — with the judgment to know when to trust the output and when to check it. Working smart matters more than any