At a Glance
- Tasks: Build strong relationships with clients and drive their success using our innovative Search & Merchandising platform.
- Company: Join Bloomreach, a leader in AI-driven ecommerce personalization.
- Benefits: Enjoy flexible remote work, competitive salary, equity options, and comprehensive benefits.
- Other info: Collaborative culture with opportunities for personal development and volunteering.
- Why this job: Be a key player in shaping the future of ecommerce and customer success in APAC.
- Qualifications: 3+ years in ecommerce Search & Merchandising with hands-on experience.
The predicted salary is between 90000 - 110000 $ per year.
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.
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.
- 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. 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.
- 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.
What We're Looking For:
- Minimum 3 years of hands-on, practitioner-level experience with a Search & Merchandising platform.
- Strong understanding of ecommerce fundamentals.
- Experience managing enterprise B2B SaaS customer relationships.
- Ability to translate technical platform capability into clear business value and commercial ROI narratives.
- Comfortable operating in a lean, autonomous 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.
- 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.
Senior Customer Success Manager employer: Bloomreach
Bloomreach is an exceptional employer that champions a flexible and results-driven work culture, perfect for those looking to thrive in high-impact sales roles. With strong commission structures and rapid career growth opportunities, employees are empowered to engage with C-level clients across diverse industries, making a meaningful impact in the APAC region. The collaborative environment and access to cutting-edge CRM tools further enhance the experience, ensuring that every team member can contribute to building a robust sales pipeline while enjoying a fulfilling career.
