Bloomreach is the world’s #1 Commerce Experience Cloud, empowering brands to deliver customer journeys so personalized, they feel like magic. It offers a suite of products that drive true personalization and digital commerce growth, including:

  • Discovery, offering AI-driven search and merchandising
  • Content, offering a headless CMS
  • Engagement, offering a leading CDP and marketing automation solutions

Together, these solutions combine the power of unified customer and product data with the speed and scale of AI optimization, enabling revenue-driving digital commerce experiences that convert on any channel and every journey. Bloomreach serves over 850 global brands including Albertsons, Bosch, Puma, FC Bayern München, and Marks & Spencer. Bloomreach recently raised $175 million in a Series F funding round, bringing its total valuation to $2.2 billion. The investment was led by Goldman Sachs Asset Management with participation from Bain Capital Ventures and Sixth Street Growth. For more information, visit Bloomreach.com.

 

About the Role:

We are seeking a forward-thinking and results-driven Customer Operations Manager to build and lead the Customer Operations function. You will develop and execute a roadmap that defines operational strategies for Customer Success, own the Customer Success Platform, and build customer health scoring. Your mission will be to create a seamless customer journey, enhance product adoption, and drive customer satisfaction and retention. This role offers a unique opportunity to build foundational processes and develop critical metrics to ensure operational excellence in delivering world-class customer experiences.

Key Responsibilities:

  • Build the Customer Operations Roadmap:
    • Design and implement a comprehensive Customer Operations roadmap, outlining priorities, processes, and success metrics
    • Collaborate with Customer Success and operational leadership to align the roadmap with business objectives and customer needs
    • Set short-term and long-term goals for operational efficiency, customer engagement, and overall satisfaction
  • Own the Customer Success Platform Roll-Out:
    • Lead the configuration and rollout of the Customer Success Platform, ensuring it integrates seamlessly with existing tools and workflows
    • Ensure the platform supports broader Customer Success and operational goals, such as retention, growth, scalability and improved reporting
    • Work closely with cross-functional teams to ensure successful adoption and training on the platform across the organization
  • Develop and Implement Customer Health Scoring:
    • Create a customer health scoring system that captures key indicators of customer engagement, satisfaction, and risk
    • Work closely with Customer Success and Product teams to continuously refine health scores and drive proactive strategies for retention and growth
    • Use health scores to guide internal decision-making and prioritize customer outreach efforts via playbooks
  • Continuous Improvement and Cross-functional Collaboration:
    • Build strong relationships with Customer Success, Account Management and Product teams to align Customer Operations efforts with broader company goals
    • Identify operational bottlenecks and continuously improve processes to enhance the customer journey and overall satisfaction

Qualifications:

  • 7-10 years of experience in SaaS or a comparable environment
  • Proven experience in building Customer Operations or Customer Success teams
  • Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat)
  • Experience developing customer health scoring system
  • Familiarity with reporting and data visualization tools (e.g., Tableau, Looker)
  • Excellent cross-functional collaboration skills
  • Strong analytical skills, with a focus on data-driven decision-making
  • Entrepreneurial mindset, with a high level of energy, dedication, and an unrelenting drive to succeed and win
  • Excellent communication and interpersonal skills
  • Bachelor’s degree in business, operations, or a related field. Master’s degree is a plus

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $100,000-$150,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

  • Health care including medical, dental, and vision insurance
  • 401k plan with employer contribution

 

More things you'll like about Bloomreach:

Culture:

  • A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. 

  • We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. 

  • 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*.

  • The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5

Personal Development:

  • 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.)*

Well-being:

  • 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.*

Compensation:

  • 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!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

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