Senior Customer Success Manager (APAC)

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 - and it requires someone who is genuinely hands-on and comfortable working directly inside our Search & Merchandising platform, not just advising from the sidelines.

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.

This is a unique opportunity to be a foundational member of the APAC Customer Success team and directly shape how Bloomreach delivers value in the region.

Tasks & Responsibilities

As a Senior Customer Success Manager - Discovery (APAC), you will be expected to:

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 - not just directing others to do so
• 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 - this is a role for a self-starter who owns their book of business

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 (CDP, 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
• Exposure to analytical concepts: A/B test design, statistical significance, revenue attribution, RPV/AOV analysis

Personal Attributes

• Genuinely hands-on and curious - you want to understand how the platform works, not just manage the relationship around it
• 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

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