Customer Success Manager

Overview

In this role you partner with Growth customers across the UK to maximise value from Bloomreach and Loomi. You act as a trusted advisor, translating customer goals into actionable success plans and coordinating with our consulting, support and partner teams. You combine product knowledge with data-driven insights to improve adoption, usage and outcomes. You will work remotely or from our London office, engaging across 1:many programs and 1:1 sessions to scale impact and retention. This is a hands-on customer-facing role focused on turning data and AI-enabled capabilities into measurable results.

Pay / Benefits

• flexible working hours
• remote-friendly / virtual-first
• 5 paid volunteering days
• annual education budget ($1,500)
• Employee Assistance Program
• Parental leave up to 26 weeks

Responsibilities

• Own a named book of Growth customers and be their primary adoption and health advocate
• Map each customer’s world to connect Bloomreach and Loomi capabilities to desired outcomes
• Lead knowledge sharing and best-practice guidance; hand off configuration work to specialists when needed
• Deliver engagement at scale via masterclasses, webinars, events, and targeted sessions
• Monitor health, adoption, data quality and usage signals; flag risks and opportunities early
• Collaborate with Account Management and Renewal teams to align adoption with commercial goals
• Capture feedback for Product and identify advocates and success stories
• Explain campaign metrics and diagnose data/measurement gaps to tell the data-driven story

Key requirements

• 2+ years in a customer-facing role in B2B SaaS, e-commerce, or martech
• Hands-on experience with at least one marketing automation platform (e.g., Bloomreach, Klaviyo, Braze, SFMC, Iterable, HubSpot, Marketo, Emarsys) and commerce data (Shopify, BigCommerce, SFCC)
• Working knowledge of web tracking, data integration, APIs and data feeds
• SQL or strong spreadsheet skills; familiarity with GA4, Looker, Tableau, Power BI, Amplitude or Mixpanel
• Understanding of marketing attribution and customer segmentation (RFM, cohort, lifecycle)
• Structured problem-solving and ability to map problems to the right specialists
• Strong interpersonal and presentation skills; ability to communicate technical concepts to non-technical audiences
• Ability to prioritise and collaborate across cross-functional teams

• Relationship-building and trust development
• Clear communication and facilitation
• Collaborative mindset and teamwork
• Marketing automation platforms (Bloomreach, Klaviyo, Braze, Salesforce Marketing Cloud, Iterable, HubSpot, Marketo, Emarsys)
• Ecommerce data platforms (Shopify, BigCommerce, Salesforce Commerce Cloud)
• Web tracking and data integration (APIs, data feeds, consent considerations)

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