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BloomReach is building an agentic platform for personalization, revolutionizing how businesses connect with customers through AI agents that personalize the entire customer journey. The platform powers personalization for over 1,400 global brands across retail, financial services, hospitality, and gaming.
You will join the Customer Success team as a Customer Success Manager, partnering with Growth customers across the UK. Your primary responsibility is to help brands maximize value from BloomReach and Loomi (the company's AI engine), turning their goals into measurable results.
Key responsibilities include:
- Own a named book of Growth customers, serving as their designated CSM and main point of contact for adoption, value, satisfaction, and technical health
- Understand how customer data flows through the platform (events, profiles, catalogue data via SDKs, APIs, data warehouse connectors) and sense-check customer setups
- Interpret health, adoption, and consumption data (monthly unique visitors, profiles, events, email/SMS volumes) against contracted entitlements
- Triage technical problems by determining whether issues sit in data, configuration, or integration, then route to appropriate teams with clear evidence
- Build and interpret reporting on campaign revenue, conversion, average order value, and customer lifetime value; reconcile discrepancies between BloomReach and customer analytics
- Understand platform capabilities across segmentation, scenarios, channels, personalization, recommendations, and search to recommend realistic use cases
- Map BloomReach capabilities to each customer's business goals, pain points, and tech stack, creating clear success plans
- Deliver engagement at scale through masterclasses, webinars, customer events, and technical deep dives
- Monitor health and adoption signals across your book, spot risk and growth signals early, and share with Account Manager counterparts
- Partner closely with Account Managers and Renewal Specialists to ensure joined-up customer experience
- Capture product feedback and identify customer advocates and success stories
Success metrics include: customers' data and tracking set up to support desired use cases with early gap resolution; technical issues triaged quickly and resolved first time; customers understanding how BloomReach supports their goals with trusted numbers; healthy and growing platform adoption including AI/agentic capabilities; strong engagement with programmes and resources; early risk/growth signal escalation and customer retention.
Requirements:
- 2+ years in customer-facing B2B SaaS, e-commerce, marketing technology, or digital marketing roles (CSM, Technical Account Manager, solutions, implementation, martech operations, or agency delivery)
- 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)
- Understanding of commerce data from platforms such as Shopify, BigCommerce, or Salesforce Commerce Cloud
- Working knowledge of web tracking and data integration: event capture, identifiers, APIs, data feeds, and consent implications
- Comfortable exploring data: SQL or strong spreadsheet skills; familiarity with analytics/BI tools (GA4, Looker, Tableau, Power BI, Amplitude, Mixpanel)
- Understanding of marketing attribution (last-touch vs. multi-touch, lookback windows) and customer segmentation (RFM, cohort, lifecycle)
- Structured problem-solving approach; when systems disagree, you investigate rather than explain away
- Strong interpersonal and relationship-building skills; ability to build trust quickly and maintain relationships in remote/digital settings
- Ability to quickly understand customer business models, priorities, and KPIs, and map solutions to goals
- Confident presentation and facilitation skills
- Experience and interest in MarTech, working with and experimenting with AI and agentic approaches
- Ability to use AI tools (Loomi and others) to analyze, research, and draft with judgment to validate output
