Strategic Customer Relationship AI Automation Manager at BloomReach EMEA - USA

, , Czechia -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Operations, AI Programs, Data Analysis, Cross-Functional Collaboration, Change Management, Workflow Automation, Salesforce, Generative AI, Analytics Dashboards, Customer Engagement, Retention Strategies, Customer Insights, Program Development, Customer Communication, Technical Aptitude, Customer Experience

Industry

Software Development

Description

Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. Bloomreach is seeking a Customer Relationship AI Automation Manager to orchestrate AI-powered customer engagement across the entire customer lifecycle. In this role, you will work hand-in-hand with Marketing Ops, Customer Success, RevOps, and team to ensure AI capabilities intelligently serve every customer interaction - from onboarding and enablement to renewals, upsell, and support escalations. You'll play a key role in designing customer programs that adapt based on customer type and engagement patterns, turning data into actionable GTM insights that shape how we engage customers at scale. You'll also own the development of usage analytics and reporting tools that give customers visibility into their own adoption while simultaneously surfacing strategic intelligence for Bloomreach's go-to-market decisions. The ideal candidate combines deep understanding of customer success operations with technical aptitude, thrives in cross-functional collaboration, and is motivated to make AI the engine behind smarter, more personalized customer relationships. The focus is on delivering the right program for every customer communication based on customer segment and needs, using AI to personalize outreach and share relevant updates (for example, automated usage reports or product tips tailored to each customer). You can work in one of our Central Europe offices (Bratislava, Brno, Prague) or from home in Central and Eastern Europe on a full-time basis. Your job will be to: Redefine customer engagement with AI programs: Partner with the AI Ops team to design and evolve autonomous customer programs - from intelligent onboarding sequences to renewal automation, support routing, and upsell recommendations - that deliver the right message at the right time to every customer type. Accelerate the customer lifecycle: Own the tracking and optimization of critical customer metrics - onboarding time-to-first-value, feature adoption rates, renewal velocity, upsell pipeline conversion, support resolution time - with a relentless focus on retention, expansion, and customer satisfaction. Build customer insights tools that drive GTM strategy: Develop and refine usage analytics dashboards, automation decision-making frameworks, and reporting capabilities that (1) give customers self-service visibility into their adoption and ROI, and (2) surface critical patterns and opportunities to Bloomreach's Product, Sales, and Marketing teams - directly informing go-to-market positioning, segment strategies, and product roadmap priorities. Participate in building the customer tech stack of the future: Work with Ops & Innovation team, RevOps, and Product teams to understand the integration and orchestration of Salesforce, Staircase, Gainsight, Hubspot or other automation platform, N8N, Supabase, GPT-based tools, and analytics platforms to co-create a future-ready customer stack that scales across all customer types. Innovate and experiment: Continuously test and refine AI capabilities, messaging, segmentation logic, and customer programs, ensuring Bloomreach stays ahead of the curve in customer experience innovation and turns experimentation into competitive advantage. Unify teams around AI-powered customer relationships: Collaborate across Customer Success leadership, Support, Account Management, Product, Sales, and Marketing to align people, process, and technology - ensuring every team benefits from and contributes to the evolution of AI-driven customer engagement. Enable success teams through AI adoption: Work side by side with Customer Success, Support, and Account Management to embed AI seamlessly into their workflows, turning AI into a trusted partner that helps them deliver proactive, data-driven customer experiences and accelerate time-to-value. Your success story will be: 30–60 days: AI-driven communication programs are piloted for key customer segments, and internal teams begin to treat AI as a trusted partner - confidently offloading routine outreach (like usage summaries and check-in emails) to autonomous programs that save time and enhance the relevance of each touchpoint. Early feedback from customers is positive, as they receive timely, personalized communications that add value to their experience. 60–120 days: The AI customer engagement foundation evolves into a global program rolled out across all customer types, with optimization in play. You can demonstrate faster onboarding times, higher feature adoption rates, and clear improvements in customer engagement metrics. 3-6 months: There are early signs of higher customer satisfaction and retention, as AI-powered touchpoints drive a quicker journey to value and more proactive support for every customer. You have the following experience and qualities: Program/operations leadership: You’ve run customer-facing programs or operations in a SaaS environment and can turn strategy into hands-on execution that delivers results at scale across multiple customer segments. Tech & tools savvy: You’re fluent in tools like Salesforce (or similar CRM), workflow automation platforms (e.g. n8n), generative AI tools (for content or insights), and analytics dashboards. You quickly learn new technologies and leverage them to drive automation. Data-driven mindset: You love digging into metrics and usage data, spotting opportunities to improve engagement, speed up value delivery, and increase customer satisfaction. Change management skills: You’re great at helping people adopt new tech and processes - patient, clear, and persuasive in driving change and encouraging teams to trust AI-driven solutions. Cross-functional collaboration: You thrive in cross-functional teams and can speak both business and technical languages, effectively bridging gaps between departments to achieve common goals. Innovative and customer-focused: You’re curious, forward-looking, and excited to reinvent how SaaS companies engage and support their customers with AI. You keep the customer’s experience at the heart of every automation you implement. #LI-KP1 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 virtual-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 4.4/5 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. #LI-Remote

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Responsibilities

The role involves orchestrating AI-powered customer engagement across the customer lifecycle and designing customer programs that adapt based on engagement patterns. The manager will also develop usage analytics and reporting tools to enhance customer visibility and inform go-to-market strategies.