Vice President of Customer Success, Americas

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.

We are seeking a dynamic and strategic leader to join our team as the Vice President of Customer Success, Americas. Play a critical role in driving customer satisfaction, adoption, retention and growth as well as ensuring successful implementations and partnerships. This role reports directly to the Chief Operating Officer and will be overseeing our Americas Customer Success, Professional Services, and Partner Success functions. The ideal candidate will possess a strong blend of leadership, customer-centric mindset, strategic thinking, and operational excellence.

The work you do will impact many customers in dozens of different verticals in the e-commerce space. Your work will impact hundreds of millions of consumers in the digital space. Working in one of our Mountain View, CA office or from your US home office on a full-time basis , you’ll become a leader in our Operations Team .

What challenge awaits you?

As the Vice President of Customer Success, Americas, you will tackle the challenges of nurturing customer relationships at an executive level, scaling our operations to meet the demands of our growing customer base, driving high levels of adoption and retention, managing complex implementations, and nurturing strategic partnerships. Your strategic leadership and collaboration skills will be instrumental in delivering high standards and a great customer experience to our customers and partners.

• Scaling operations to support rapid growth while maintaining high service standards in our enterprise and mid-market customer segments
• Driving adoption and retention through proactive customer and partner engagement strategies
• Managing complex implementations to ensure timely delivery and customer satisfaction
• Building out our partner success motion to enable our partners to deliver post-sales success in our customer base
• Defining and building new, strategic programs in our fast moving industry and product roadmap

Your job will be to:

• Develop and execute the customer success strategy aligned with company goals and objectives and aligned with a changing market landscape to drive best-in-class customer satisfaction
• Drive cross-functional collaboration with Sales, Marketing, Channel, and Product teams to ensure a unified approach to customer and partner engagement and satisfaction in our Americas region
• Advocate for customers within the organization to ensure their needs and feedback are addressed effectively
• Define and drive best practices for customer onboarding, adoption and retention
• Manage our Professional Services P&L to ensure our financial metrics are healthy
• Define and support our partner success motion for successful customers and partners
• Collaborate with the partner ecosystem and our partner channel team to identify and pursue joint opportunities for mutual benefit

You have the following experience and qualities:

• Master’s degree in Business Administration or related field
• Minimum of 12 years of experience in customer facing roles, with at least 5 years in a leadership capacity and a proven ability to build meaningful customer executive relationships
• Proven track record of building and leadership high-performing customer success teams
• Deep understanding of customer success methodologies, best practices, and metrics
• Experience managing professional services and/ or partner programs is highly desirable
• Strong strategic thinking, analytics skills and business acumen
• Excellent communication, presentation, and interpersonal skills
• Great collaboration skills with the ability to energize and align our teams
• Ability to thrive in a fast-paced, dynamic environment and deliver results under pressure

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.

Base Salary Range

$250,000—$300,000 USD

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!

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