Senior Customer Success Manager

Summary

Join Bluecore as a Senior Customer Success Manager (Sr. CSM) in India and work US hours! As the primary client advocate, you will drive customer performance and long-term success. You will collaborate with various teams to develop strategies, analyze performance, and optimize marketing initiatives. This role requires strong analytical, communication, and technical skills, along with experience in customer success and working with enterprise-level retail clients. You will be responsible for building strong client relationships, optimizing performance, and driving customer strategy. Bluecore offers a flexible, inclusive, and remote-first work environment.

Requirements

• Proven ability to develop and implement strategies that drive measurable results for clients
• Strong analytical skills with experience interpreting data and providing actionable recommendations
• Expertise in marketing campaign strategy, customer lifecycle management and performance measurement and optimization
• Exceptional communication and relationship-building skills, with the ability to influence and align stakeholders
• Experience working cross-functionally with technical, strategic, and data teams to deliver client success
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines effectively
• High proficiency using spreadsheets (MS Excel, Google Sheets) and creating presentations (MS Powerpoint, Google Slides) for client deliverables
• Proficiency in analytics tools, including Google Analytics and Adobe Analytics, to interpret campaign and audience data effectively
• Experience using reporting platforms such as Tableau, Power BI, or similar tools
• Understanding of email marketing KPIs, segmentation, and personalization best practices
• Familiarity with marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, HubSpot)
• Bachelor’s degree in Marketing, Business, or a related field
• 4-6+ years of experience in customer success, account management, or a similar client-facing role
• Experience working with enterprise-level retail clients with complex marketing programs

Responsibilities

• Serve as the main point of contact for assigned clients, deeply understanding their business goals, challenges, and marketing strategies
• Develop and refine omnichannel marketing strategies that align with client objectives and drive measurable outcomes
• Build trusted relationships with key stakeholders, serving as a strategic advisor and advocate for their success
• Partner with clients to define success metrics and establish performance benchmarks for their marketing programs
• Provide regular reporting and actionable insights to clients, demonstrating ROI and identifying areas for improvement
• Monitor campaign performance metrics in collaboration with Data Analysts, identifying trends, risks, and opportunities
• Proactively identify potential gaps in performance or alignment and develop proactive solutions to enhance results
• Address client challenges promptly, coordinating across internal teams to resolve issues and mitigate risks
• Lead regular strategic planning sessions with clients, reviewing performance, aligning on objectives, and planning upcoming initiatives
• Share best practices and industry trends to help clients innovate and stay ahead in their markets
• Identify growth opportunities, including upselling and cross-selling solutions that align with client goals
• Stay up-to-date on industry trends, tools, and best practices to deliver innovative strategies and insights
• Act as the voice of the client internally, advocating for their needs and ensuring alignment across teams
• Collaborate with internal and client technical teams to ensure seamless integration, data flow optimization, and technical excellence in campaign execution
• Partner with Data Analysts to uncover data-driven insights that inform strategy and improve campaign outcomes
• Work closely with internal teams, including Production Developers and Deliverability Specialists, to ensure campaigns are executed flawlessly and align with strategic goals
• Provide feedback to internal Product and Marketing teams to enhance product offerings, workflows, and client experience

Preferred Qualifications

Familiarity working with ecommerce platforms (Shopify, Magento, etc.) is a plus

Benefits

Remote first organization with the option to potentially work in our New York headquarters on occasion moving forward