Senior Customer Success Manager (APAC)
New
Flexible remote working within APAC time zones, APAC time zonesFull-TimeSenior
SalaryCompetitive salary, equity participation, and comprehensive benefits
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Job Details
- Experience
- Minimum 3 years of hands-on, practitioner-level experience
- Required Skills
- Customer SuccessA/B testing
Requirements
- Minimum 3 years of hands-on, practitioner-level experience with a Search & Merchandising platform.
- Demonstrable experience configuring merchandising rules, tuning search relevance, working with product feeds/attributes, and troubleshooting search quality.
- Strong understanding of ecommerce fundamentals: search relevance, category management, faceting, A/B testing, and conversion optimization.
- Experience managing enterprise B2B SaaS customer relationships, including executive stakeholder management and QBR delivery.
- Ability to translate technical platform capabilities into business value and commercial ROI narratives.
- Proven experience operating in a lean, autonomous environment.
- Excellent communication skills with ability to adapt style for diverse stakeholders from merchandisers to C-suite.
Responsibilities
- Build and maintain long-term strategic relationships with a portfolio of enterprise and mid-market APAC clients on Bloomreach Search & Merchandising.
- Execute core CSM motions including success planning, quarterly business reviews (QBRs), and roadmap reviews.
- Perform hands-on platform configuration including search relevance tuning, merchandising rules, synonym management, and A/B testing.
- Analyze platform data to build and present ROI stories connecting usage to business outcomes like conversion and RPV.
- Collaborate with Sales and Technical Consultants to drive account expansion, renewals, and solution consulting during sales cycles.
- Proactively identify and manage at-risk accounts through churn risk plans.
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