Lead Client Success Manager

 

This is a senior individual contributor role on Bazaarvoice's UK Strategic 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 and Retailers 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.

Account Lifecycle Management: Manage the client lifecycle across a portfolio of named UK Strategic & Global enterprise accounts, maintaining a strict priority on client retention and churn reduction.

Value Realization: Discover and influence the client's internal success metrics; ensure key stakeholders understand, achieve, and measure the ROI they receive from Bazaarvoice. Focus on quantifying and documenting measurable program and business outcomes to systematically prove ongoing value to client leadership.

Strategic Leadership: Lead with authority during high-stakes meetings (e.g., Executive Business Reviews) and represent Client Success with Executive and Champion contacts. Coordinate internal cross-functional teams (Technical Account Managers, Engagement Managers) to ensure a unified, value-based approach.

Cross-Functional & Operational Impact: Actively lead internal and client-facing cross-functional or cross-regional projects aimed at driving operational and behavioral changes. Take full accountability for project progress, KPIs, and reporting outcomes directly to relevant leadership.

Program Consultation: Act as the business success expert to guide, educate, and partner with clients on marketing best practices, program health strategies, and consumer-generated content optimization. Develop strategic relationships with client partner companies (agencies, other SaaS providers, etc.) to design holistic success plans that drive long-term value.

Risk & Opportunity Management: Proactively identify and mitigate program roadblocks, independently manage high-stakes client escalations, and deliver actionable feedback/solutions to internal product teams to improve Bazaarvoice offerings. Collaborate with sales counterparts to identify and guide upsell opportunities based on client pain points.

Client Advocacy: Exemplify client-centricity by using troubleshooting tools, solid judgment, and exceptional support to consistently exceed customer expectations.

Professional Background: Bachelor’s degree and a minimum of 10 years of experience in account management or client services managing enterprise global brands or FTSE 100 / Fortune 1000 accounts, ideally within a SaaS or e-commerce platform.

Commercial Acumen: Proven track record of driving account retention, health, and revenue growth. Deep understanding of how Client Success directly aligns with Bazaarvoice's corporate objectives, with the ability to educate the business on e-commerce, UGC, and competitor market trends.

Relationship Excellence: Outstanding relationship-building skills with demonstrated experience cultivating and managing productive executive champion relationships.

Execution & Accountability: Ability to compel both clients and internal stakeholders to act. Demonstrated ability to make effective autonomous decisions that impact regional/global clients or internal process optimization.

Workload Management: Demonstrated ability to efficiently manage multiple enterprise accounts and complex workstreams concurrently.

Project & Change Management: Proven experience managing cross-functional or cross-regional initiatives, demonstrating strong conflict-resolution skills across technical, organizational, and personal challenges.

Communication & Collaboration: Exceptional oral and written communication skills with a strong team-player mindset.

Global Impact: Work with the world's leading brands and retailers shaping the future of commerce and consumer connection.

Culture of Innovation: Join a collaborative, high-performing environment that values authentic leadership, continuous learning, and client advocacy.

Growth Opportunities: Clear career progression frameworks and opportunities to influence global CS strategy and internal initiatives.