Senior Customer Success Manager (APAC)

About this role

<div class="content-intro"><div class="p-rich_text_section">Bloomreach is building the world’s premier <strong data-stringify-type="bold">agentic platform for personalization</strong>.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the <strong data-stringify-type="bold"><em data-stringify-type="italic">entire</em></strong> customer journey.</div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">We're taking <strong data-stringify-type="bold">autonomous search</strong> mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.</li> <li data-stringify-indent="0" data-stringify-border="0">We’re making <strong data-stringify-type="bold">conversational shopping</strong> a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.</li> <li data-stringify-indent="0" data-stringify-border="0">We're designing the future of <strong data-stringify-type="bold">autonomous marketing</strong>, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.</li> </ul> <div class="p-rich_text_section">And we're building all of that on the intelligence of a single AI engine — <strong data-stringify-type="bold">Loomi </strong>— so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.</div></div><p>We are expanding our Customer Success team in APAC and looking for a <strong>Senior Customer Success Manager</strong> with deep, hands-on expertise in ecommerce <strong>Search & Merchandising</strong>.</p> <p>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.</p> <p>The primary focus of this role is <strong>Bloomreach Search & Merchandising</strong>. 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.</p> <p>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.</p> <h2>Tasks & Responsibilities</h2> <p>As a Senior Customer Success Manager – Discovery (APAC), you will be expected to:</p> <p><strong>Customer Success & Relationship Management</strong></p> <ul> <li>Build and maintain long-term strategic relationships with a portfolio of enterprise and mid-market APAC clients on Bloomreach Search & Merchandising</li> <li>Act as the trusted advisor for your book of business — understanding each customer's ecommerce KPIs, business objectives, and seasonal priorities</li> <li>Run all core CSM motions: success planning, quarterly business reviews (QBRs), roadmap reviews, and regular value-focused check-ins</li> <li>Proactively identify and manage at-risk accounts, executing churn risk plans and engaging internal stakeholders to drive a path to green</li> </ul> <p><strong>Hands-On Product Expertise</strong></p> <ul> <li>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</li> <li>Monitor and flag pixel health issues; coordinate with Technical Consultants and support teams for resolution</li> <li>Enable customers to adopt new features (e.g., Loomi Search+, Dynamic Categories, Merchandising Campaigns, Recommendations & Pathways, Contextual Merchandising)</li> <li>Lead optimization consulting sessions, product training, and best practice enablement</li> </ul> <p><strong>Data-Driven Value & ROI</strong></p> <ul> <li>Develop and execute structured A/B testing frameworks to quantify the revenue impact of search and merchandising configurations</li> <li>Build and present incremental ROI stories at QBRs — connecting platform usage to measurable business outcomes (conversion lift, RPV, AOV)</li> <li>Use Bloomreach Insights and reporting tools to identify optimization opportunities and drive customer adoption</li> </ul> <p><strong>APAC Growth & Cross-Functional Support</strong></p> <ul> <li>Collaborate with APAC…