Job Description 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 taking

autonomous search

mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.

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're designing the future of

autonomous marketing

, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.

And we're building all of that on the intelligence of a single AI engine - Loomi AI - 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.

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 prospect 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 tea

📌 Senior Customer Success Manager (Perth)
🏢 Bloomreach
📍 Perth