Principal Customer Success Director

Summary

Join Bloomreach as a Principal Customer Success Director and ensure our Enterprise customers receive top-tier value from our software and services. You will craft compelling narratives to drive Bloomreach adoption, cultivate strong relationships with clients at all levels, and represent customer needs within the organization. This role involves acting as a trusted advisor, leading thought leadership initiatives, and driving continuous improvement. You will manage specific accounts and support others, influencing across the entire EMEA Enterprise customer base. Success will be measured by Net Promoter Score (NPS), adoption rates, and renewal rates. Bloomreach offers a remote-first culture with flexible hours and numerous benefits.

Requirements

• 10+ years in Customer Success or a related customer facing role within fast-paced environments, with a proven track record of delivering best in class GRR
• Analytical and data-driven mindset with an curiosity and passion for new ideas and a drive to deliver projects though to completion
• Expert influencing skills with customers and cross-functional teams
• Strong strategic planning and execution skills, including developing new processes, defining success metrics, and measuring success
• Excellent communication and collaboration skills with a desire to travel and be customer facing
• Knowledge of e-commerce, marketing and the current trends in the industry

Responsibilities

• Act as a trusted advisor & industry expert to secure access to power and influence senior executives
• Be at the forefront of thought leadership, digital transformation and the role of AI in accelerating value for our customers
• Act as a very senior individual contributor within our business, with the opportunity to influence our CS, business consultancy, product and commercial teams
• Drive continuous improvement through pioneering new techniques and seeing them through to delivery across our team at scale
• Own specific accounts as their Enterprise CSM and support all Enterprise accounts with their own dedicated CSMs. Your primary role is to influence across the book of business but those skills will be best developed with an owned book of your own

Benefits

• We believe in flexible working hours to accommodate your working style
• We work remote-first with several Bloomreach Hubs available across three continents
• We organize company events to experience the global spirit of the company and get excited about what's ahead
• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer
• We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges
• Subscription to Calm - sleep and meditation app
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones
• We facilitate sports, yoga, and meditation opportunities for each other
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
• Everyone gets to participate in the company's success through the company performance bonus
• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts
• We reward & celebrate work anniversaries -- Bloomversaries!