About the role
This is a senior individual contributor role on Bazaarvoice's APAC Client Success team, owning a portfolio of Enterprise clients. You will be the trusted strategic advisor for some of the region's most recognisable consumer brands using Bazaarvoice's UGC platform.
The role sits at a senior level which means independent ownership of complex client outcomes, executive stakeholder engagement, and cross-functional influence. You'll bring senior CSM experience from a SaaS or e-commerce platform, be comfortable in C-suite conversations, and find energy in solving complex client challenges through structured thinking and partnership across Sales, Product, Implementation, and Support.
What you'll do
Own strategic outcomes across a portfolio of named accounts
Manage the client lifecycle (e.g. discovery, value realisation) and work closely with the Account Director on expansions and renewals across a portfolio of Enterprise accounts.
Define and track client success metrics aligned to each client's commercial KPIs, ROI on UGC investment, and program maturity.
Forecast renewal and expansion outcomes with high accuracy; partner with Account Directors on commercial strategy.
Be the strategic advisor at the executive level
Run executive business reviews (EBRs) at a designated cadence with GM, VP and C-suite stakeholders at client organisations
Cultivate and maintain executive sponsor relationships on both sides; nominate, brief, and equip BV executive sponsors for top accounts
Hold clients and internal partners accountable to commitments through clear, data-anchored conversations
Orchestrate the broader account team
Act as the lead and orchestrator across Account Directors, Technical Success Managers, Implementation, Support, Product, and Product Marketing for assigned accounts
Build and maintain account plans that align CS, Sales, and Product motions to a shared client outcome
Run point on cross-functional escalations and risk mitigation
Drive product adoption and strategic value
Translate client business goals into recommendations for BV product features, configurations, and best practices
Influence client roadmap discussions; advocate internally for high-impact client requests
Demonstrate fluency in BV's platform architecture and how it integrates with client e-commerce, OMS, PIM, and content stacks
What you'll bring
Required
6+ years in Customer Success, Account Management, or Strategic Consulting at a SaaS or e-commerce platform
Demonstrated track record of owning Enterprise or Mid-Market portfolios with C-suite stakeholder engagement
Strong commercial instincts: renewal forecasting, expansion identification, ROI storytelling
Experience navigating complex, multi-stakeholder client organisations
Highly organised; able to manage multiple priorities and accounts concurrently without losing attention to detail
Strong analytical skills; comfortable structuring, interpreting, and presenting data
Excellent written and verbal communication, including executive-ready storytelling
Ability to compel clients and internal stakeholders to act, and hold them accountable to commitments
Nice to have
Experience supporting Fortune 1000 retailers or major consumer brands
Familiarity with the UGC, e-commerce content, or social commerce space
Familiarity with modern CS tooling (Gainsight, Gong) and curiosity about how AI is reshaping the CS function
Skills Required
- 6+ years in Customer Success, Account Management, or Strategic Consulting at a SaaS or e-commerce platform
- Demonstrated track record of owning Enterprise or Mid-Market portfolios with C-suite stakeholder engagement
- Strong commercial instincts: renewal forecasting, expansion identification, ROI storytelling
- Experience navigating complex, multi-stakeholder client organisations
- Highly organised; able to manage multiple priorities and accounts concurrently
- Strong analytical skills; comfortable structuring, interpreting, and presenting data
- Excellent written and verbal communication, including executive-ready storytelling
- Ability to compel clients and internal stakeholders to act and hold them accountable
- Experience supporting Fortune 1000 retailers or major consumer brands
- Familiarity with UGC, e-commerce content, or social commerce
- Familiarity with modern CS tooling (Gainsight, Gong) and curiosity about how AI is reshaping CS
Bazaarvoice Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bazaarvoice and has not been reviewed or approved by Bazaarvoice.
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Leave & Time Off Breadth — Time off is considered flexible, with unlimited PTO and paid volunteer time available alongside a hybrid/flexible-remote setup. Paid sabbaticals after a tenure milestone are highlighted as part of the package.
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Parental & Family Support — Paid parental leave for primary caregivers is consistently presented as a strong component of the offering. Family medical leave options are also documented.
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Wellbeing & Lifestyle Benefits — Mental health support via a dedicated platform, recognition programs, ERGs, and a companywide volunteering tradition are emphasized. Company events and regular all-hands reinforce a wellbeing and community focus.
Bazaarvoice Insights
What We Do
Each month in the Bazaarvoice Network, more than a billion consumers create, view, and share authentic user-generated content including reviews, questions and answers, and social photos across more than 11,500 global brand and retailer websites. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions help brands and retailers reach in-market shoppers, personalize their experiences, and give them the confidence to buy.
