Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
In the minute it takes you to read this job description Bluecore has launched over 100000 individually personalized marketing campaigns for our retail ecommerce customers!
Job Description: Senior Customer Success Manager (Sr.CSM) (India)
Position Title: Senior Customer Success Manager (CSM)
Location: India
Department: Customer Success
About the Role:
We are seeking a strategic and resultsoriented Senior Customer Success Manager (Sr. CSM) to join our team. In this role you will act as the primary client advocate and trusted advisor driving customer performance and longterm success through strategic collaboration and impactful solutions. As the central point of contact youll work closely with Strategic Consultants Technical Account Managers (TAMs) and Data Analysts to develop strategies analyze performance and optimize marketing initiatives.
This position is ideal for someone who thrives on solving complex challenges driving measurable outcomes and building strong client partnerships.
Key Responsibilities:
Strategic Client Partnership:
- 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.
Performance Optimization & Problem Solving:
- 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.
Driving Customer Strategy:
- 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 crossselling solutions that align with client goals.
- Stay uptodate on industry trends tools and best practices to deliver innovative strategies and insights.
CrossFunctional Collaboration:
- 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 .
- Partner with Data Analysts to uncover datadriven 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.
Qualifications:
Strategic and Analytical Skills:
- 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.
Collaboration and Communication Skills:
- Exceptional communication and relationshipbuilding skills with the ability to influence and align stakeholders.
- Experience working crossfunctionally with technical strategic and data teams to deliver client success.
- Highly organized and detailoriented with the ability to manage multiple priorities and deadlines effectively.
Technical Skills:
- 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).
- Familiarity working with ecommerce platforms (Shopify Magento etc. is a plus.
Education and Experience:
- Bachelors degree in Marketing Business or a related field.
- 46 years of experience in customer success account management or a similar clientfacing role.
- Experience working with enterpriselevel retail clients with complex marketing programs.
More About Us:
Bluecore is a multichannel personalization platform that gives retailers a competitive advantage in a digitalfirst world. Unlike systems built for mass marketing and a physicalfirst world Bluecore unifies shopper and product data in a single platform and using easytodeploy predictive models activates welcomed onetoone experiences at the speed and scale of digital. Through Bluecores dynamic shopper and product matching brands can personalize 100 of communications delivered to consumers through their shopping experiences anywhere.
This comes to life in three core product lines:
- Bluecore Communicate a modern email service provider (ESP) SMS
- Bluecore Site an onsite capture and personalization product
- Bluecore Advertise a paid media product
Bluecore is credited with increasing lifetime value of shoppers and overall speed to marketing for more than 400 brands including Express Tommy Hilfiger The North Face Teleflora and Bass Pro Shops. We have been recognized as one of the Best Places to Work by Fortune Crains Forbes and BuiltIn as well as ranked on the Inc. 5000 the most prestigious ranking of the nations fastestgrowing private companies.
Required Experience:
Manager
Employment Type
Full Time
