Lead Client Success Manager, Strategic Brands in Sydney, Florida at Bazaarvoice

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