Senior Customer Success Manager in Canberra

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 making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.

We are expanding our Customer Success team in APAC and looking for a Senior Customer Success Manager with deep, hands-on expertise in ecommerce Search & Merchandising. 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.

The primary focus of this role is Bloomreach Search & Merchandising. 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.

Tasks & Responsibilities

• Customer Success & Relationship Management: Build and maintain long-term strategic relationships with a portfolio of enterprise and mid-market APAC clients on Bloomreach Search & Merchandising. Act as the trusted advisor for your book of business — understanding each customer's ecommerce KPIs, business objectives, and seasonal priorities. Run all core CSM motions: success planning, quarterly business reviews (QBRs), roadmap reviews, and regular value-focused check-ins. Proactively identify and manage at-risk accounts, executing churn risk plans and engaging internal stakeholders to drive a path to green.
• Hands-On Product Expertise: 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. Monitor and flag pixel health issues; coordinate with Technical Consultants and support teams for resolution. Enable customers to adopt new features (e.g., Loomi Search+, Dynamic Categories, Merchandising Campaigns, Recommendations & Pathways, Contextual Merchandising). Lead optimization consulting sessions, product training, and best practice enablement.
• Data-Driven Value & ROI: Develop and execute structured A/B testing frameworks to quantify the revenue impact of search and merchandising configurations. Build and present incremental ROI stories at QBRs — connecting platform usage to measurable business outcomes (conversion lift, RPV, AOV). Use Bloomreach Insights and reporting tools to identify optimization opportunities and drive customer adoption.
• APAC Growth & Cross-Functional Support: Collaborate with APAC Account Managers, Technical Consultants, and the Sales team to drive account expansion and renewal outcomes. Support the Sales team in a solution consulting capacity for Search & Merchandising prospects when required, including product demonstrations, RFP responses, and technical scoping. Where appropriate, provide strategic coverage or account support for Bloomreach Marketing Automation customers.
• Internal Contribution: Contribute to team playbooks, success planning templates, and best practice frameworks. Act as the voice of the APAC customer to Product and Engineering teams. Run a minimum of one additional team initiative per year and see it through to completion.

What We're Looking For

• Must-Have: Minimum 3 years of hands-on, practitioner-level experience with a Search & Merchandising platform. 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. Strong understanding of ecommerce fundamentals: search relevance, category management, faceting, A/B testing, pixel/behavioral data, and conversion optimization. Experience managing enterprise B2B SaaS customer relationships, including executive stakeholder management and QBR delivery. Ability to translate technical platform capability into clear business value and commercial ROI narratives. Comfortable operating in a lean, autonomous environment.
• Highly Regarded: Direct experience with Bloomreach Search & Merchandising as a practitioner or CSM. Background in in-house ecommerce trading, digital merchandising, or ecommerce management. Experience supporting or collaborating with sales teams in a pre-sales or solution consulting capacity. Familiarity with Bloomreach Marketing Automation or other marketing automation platforms. Knowledge of the APAC ecommerce landscape and experience managing clients in markets such as Australia, New Zealand, Southeast Asia.
• Personal Attributes: Genuinely hands-on and curious. Strategic thinker with the ability to build a value roadmap and execute against it. Strong communicator who can adapt your style across merchandising teams, technical stakeholders, and C-suite audiences. Collaborative team player who partners effectively with Account Management, Technical Consultants, and Product. Comfortable with ambiguity and able to build structure in a fast-moving, high-growth environment.

What We Offer

• The opportunity to be a key player in building Bloomreach's Customer Success function in APAC.
• A collaborative, mature global team with deep Search & Merchandising expertise to lean on.
• A product that is genuinely AI-native and market-leading in ecommerce search and merchandising.
• Autonomy to build your own playbook and make a direct commercial impact.
• Flexible remote working within APAC time zones.
• Competitive salary, equity participation, and comprehensive benefits.
• Access to Bloomreach Academy, ongoing enablement, and professional development resources.