Lead CSM - Enterprise

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

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

#LI-HYBRID #LI-NS1

Why join Bazaarvoice?

Customer is key

We see our own success through our customers’ outcomes.

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because it’s in our DNA.

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity.

We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo.

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives.

We champion what’s best for Bazaarvoice before individuals or teams.

As a stronger company we build a stronger community.

Want to see our culture in action? Explore our global Linkedin Life Page, Life at Bazaarvoice to see the bigger picture, or visit our APAC Life Page to meet our regional teams and see what life is like in our local offices.

Commitment to diversity and inclusion

Please note that a standard pre-employment background check forms part of our selection process. This will be conducted with your consent and will strictly focus on information relevant to the role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.