Senior Manager, Customer Success

<p>Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:</p> <ul> <li> <strong>Discovery</strong>, offering AI-driven search and merchandising </li> <li> <strong>Content</strong>, offering a headless CMS </li> <li> <strong>Engagement</strong>, offering a leading CDP and marketing automation solutions </li> </ul> <p>Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks &amp; Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit <a href="http://bloomreach.com/" target="_blank">Bloomreach.com.</a></p> <p> </p><p><strong>Overview of the Role</strong></p> <p>Senior Manager, Customer Success at Bloomreach are the regional manager of the customer success teams. All our Customer Success teams are focused on retention, customer satisfaction, and identifying and supporting the regional retention goals. Senior Managers of Customer Success run a team of Customer Success Managers working at varying experience levels. They are responsible for the regional retention rate, team coaching and performance management, stakeholder engagement and management on escalations.</p> <p><strong>Tasks and responsibilities:</strong></p> <p>As an Senior Manager, Customer Success - Engagement, you will be expected to:</p> <ul> <li>Manage a team of CSMs of varying degrees of experience </li> <li>Owns regional goals - Keeps a 90% retention rate</li> <li>Considered Thought-leader in this field with relevant years of experience in client management / customer success (and proven track record)</li> <li>Writing and owning processes / improvements / efficiencies to CSM team duties including local team meetings an</li> <li>Ability to manage and enable teams effectively </li> <li>CSM team  presentation sign off on business reviews / success planning </li> <li>Key customer success escalation point and supporting role on ‘road to green’ activities </li> <li>Running a minimum of  1 additional initiative + successfully accomplishing it</li> <li>A Leadership role - leads, coaches, and continuously develops a team of Customer Success Managers including performance management and getting the most out of team potential <br/><br/></li> </ul> <h3>What we expect of the candidate:</h3> <ul> <li>Ideally 3+ years in B2B SaaS in successful Saas / relevant management / leadership role</li> <li>Native fluency in German &amp; English</li> <li>In-depth knowledge of business and business trends, and the ability to understand clients’ business models extremely fast</li> <li>Ability to manage complex Enterprise accounts, engaging all relevant stakeholders client-side and in Bloomreach</li> <li>Knowledge of e-commerce, marketing and the current trends in the industry</li> <li>Considered a thought-leader in Enterprise Customer Success</li> <li>Escalation point supporting customer success teams in churn prevention and senior stakeholder management </li> <li>Include experience 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 modeling, prediction</li> <li>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</li> </ul><h2>More things you'll like about Bloomreach:</h2> <h3><strong>Culture:</strong></h3> <ul> <li> <p>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. </p> </li> <li> <p>We have defined our <a href="https://www.bloomreach.com/en/careers?utm_source=Job-Description-Footer&amp;utm_medium=Job-Description&amp;utm_content=Hyperlink-1" target="_blank">5 values</a> 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. </p> </li> <li> <p>We believe in flexible working hours to accommodate y