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Manager, Client Success - Enterprise

Bazaarvoice
7 hours ago
Full-time
On-site
Sydney, 02

JobsCloseBy Editorial Insights

Bazaarvoice seeks an experienced Customer Success leader to run the APAC Client Success Team for a 12 month maternity cover, onsite in Sydney, overseeing 4 CSMs and a Manager who leads 4 more across Enterprise and SMB Mid Market. You will partner with the APAC MD and Sales to own retention and expansion, manage executive relationships, and ensure a clean handover. This role requires 10 plus years in enterprise SaaS with formal management experience, a data driven mindset, and strong executive presence, plus comfort with defined scope engagements. Highlight renewals, churn reduction, and NRR with Gainsight, Salesforce, Gong. To apply, tailor your resume to enterprise leadership, interim experience, and measurable outcomes like NRR and CSAT, and cite AI or UGC CS familiarity if relevant.

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

Bazaarvoice is seeking an experienced Customer Success leader to run our APAC Client Success Strategic Team for a defined 12-month engagement covering maternity leave. This is a second-line leadership role. You will directly manage 4 Client Success Managers holding some of Bazaarvoice's most important APAC Enterprise accounts, and 1 Manager who leads their own team of 4 CSMs across the SMB and mid-market segment. In total you will lead a group of around 9 people across two segments.

You will work alongside the APAC Managing Director and Sales DVP to own retention and expansion outcomes across both books of business. 

We are looking for a natural leader with executive presence, strong commercial instincts, and the ability to hold team leadership and the development of a fellow manager.  You will ramp fast, hold team continuity through the year, and set the team up for a clean handover back at the end of the engagement.

What you will do

  • Lead and inspire. Manage, mentor, and motivate 4 Client Success Managers focused on our most strategic accounts in APAC, and develop the CS Manager who leads the SMB and mid-market team. Coach both your CSMs and your manager, using data (Gong call reviews, Gainsight, Staircase AI and portfolio performance metrics) to provide real-time, actionable feedback. Represent the wider team in APAC CS leadership forums and shape its culture through the interim window.

  • Drive revenue performance. Own retention, renewal, and expansion outcomes across both the Enterprise portfolio and the SMB & Mid-Market portfolio. Ensure progress against Renewal, Churn, NRR, and CSAT targets across both segments. Hold the team accountable through disciplined forecasting, portfolio reviews, and executive business review cadence.

  • Architect account strategy. Guide your team as they navigate multi-product relationships with a focus on improving usage, adoption, and overall customer health to drive successful renewal and expansion outcomes. Identify risk and opportunity within the account patch early and support your team in navigating both.

  • Own executive client relationships. Personally hold executive relationships (VP and C-suite) across the APAC Portfolio. 

  • Solve and scale. Serve as an escalation point for the team's client challenges across both segments. Represent the voice of the client cross-functionally with Product, Marketing, and Sales. Support team enablement and adoption as new solutions come to market.

  • Ensure continuity. Take a structured handover from the outgoing manager. Maintain and evolve team playbooks so both teams sustain performance beyond the contract. Support a clean handover back at the end of the 12-month period.

What you bring

  • 10+ years of experience (with at least 2 years management experience). A proven track record of managing enterprise-level customer portfolios and exceeding retention targets, ideally with another SaaS, MarTech, or e-commerce platform.

  • Leadership DNA. Prior experience leading or coaching a team of Customer Success professionals (formal management, extended Team Lead, or player-coach experience). Experience managing or developing another people-manager is a strong advantage. Comfortable with the full management cycle including HPCs, IDPs, hiring, and performance management. Demonstrated experience acting as an owner, fixing problems and scaling solutions with minimal manager oversight. Passion for mentorship and coaching.

  • Executive presence. Demonstrated ability to hold executive-level (VP and C-suite) client relationships and cultivate productive executive champions in strategic accounts.

  • High emotional intelligence. Collaborative and coachable; equally comfortable giving and receiving feedback. Confident but with the humility to prioritise collective success.

  • Strategic acumen. Ability to articulate Bazaarvoice's value proposition and connect it to client outcomes. Comfortable operating across strategic and tactical horizons within the same day, and across two segments with different economics.

  • Exceptional communication skills. Both written and verbal. Confidence and presence required to present to C-suite stakeholders, and the ability to energise a team of individual contributors and a fellow manager around a collective vision.

  • Data-driven DNA. Ability to understand the metrics that matter, use historical data to predict future outcomes, and quantify risk appropriately. Must have proficiency in modern CS and CRM tooling (e.g. Gainsight, Salesforce, Gong, or equivalents).

  • Interim / fixed-term comfort. Comfort with defined-scope, defined-timeline engagements. Prior experience in interim, secondment, or leave-cover roles is a strong advantage.

Nice to have

  • Experience with Fortune 1000 retailers or major consumer brands.

  • Familiarity with the UGC, social commerce, or e-commerce content space.

  • Familiarity with AI-enabled CS workflows and curiosity about how AI is reshaping the CS function.

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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
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
 
 
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.