Senior Customer Success Manager

Summary

Join Bluecore as a Customer Success Manager and drive performance marketing for our retail e-commerce customers. You will be responsible for customer success, adoption of Bluecore solutions, and customer retention. The ideal candidate is a customer-centric analytical problem solver with experience in digital marketing and e-commerce. You will work with internal teams to identify and prioritize new capabilities and present data-driven recommendations to customers. This role requires a BA/BS degree and 4+ years of relevant experience. Bluecore offers a competitive salary, equity, perks, benefits, and development opportunities.

Requirements

• BA/BS degree and 4 + years of relevant experience working with or adjacent to marketing strategy that drives growth for a retail e-commerce company
• Brand-side retail experience or digital marketing experience for retail customers required
• Willingness to travel to customers at least 20% of the time
• Self starter, who enjoys working with a team and managing multiple priorities in a fast paced environment

Responsibilities

• Drive performance marketing for our retail e-commerce customers through understanding their business needs, mapping goals, and executing on marketing strategy through the use of Bluecore’s platform
• Proficient in implementing and managing Matech SaaS solutions for multi-level customer environment
• Deep understanding of email marketing, SMS marketing, digital marketing operations, ESP platforms, data analytics, business intelligence, CRM and database integrations
• Manage customer experience through effective communication, maintaining customers overall health, and having a strong focus on growth and performance to ensure retention
• Utilize your knowledge of the customers marketing initiatives, segments, marketing stack, and technical capabilities to optimize their use of our solutions in a way that builds our strategic impact and drives deeper product utilization
• Partner with Services, Product, Sales and other internal teams to identify and prioritize new capabilities that could add value for the customer and collaborate on launching new offerings
• Present data driven recommendations, content and audience recommendations, and program expansions to customers by leveraging your analytical skills and retail e-commerce industry knowledge
• Apply strong program management rigor; able to multitask, effectively prioritize issues/escalations, and manage multiple customer initiatives simultaneously

Preferred Qualifications

• Customer success, account management or related experience in a fast paced, innovative SaaS technology company a plus
• Experience and domain knowledge in digital marketing solutions, online consumer analytics (e.g., analysis of online transactions, avg. order value, conversion rates) and Web-based reporting (e.g., MS Access, Cognos, Crystal Reports) strongly preferred

Benefits

• Equity
• Perks & benefits
• Development opportunities
• Remote work, flexible hours