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Bazaarvoice is a B2B SaaS platform that enables brands and retailers to collect, leverage, and gain insights from user-generated content at scale. The company connects thousands of brands and retailers with billions of consumers through an expansive global network, retail syndication, and enterprise technology.
As a Client Success Manager, you will own the lifecycle of a portfolio of named enterprise accounts, with a primary focus on retention and churn reduction. Your responsibilities include:
**Account Lifecycle Management:** Manage enterprise client relationships across the full lifecycle, prioritizing retention and reducing churn.
**Value Realization:** Work with clients to identify and measure their success metrics and ROI from Bazaarvoice. Quantify and document measurable program and business outcomes to demonstrate ongoing value to client leadership.
**Collaborative Partnership:** Partner with clients and internal cross-functional teams (Account Directors, Technical Account Managers, Engagement Managers) to ensure unified, value-based approaches in high-stakes meetings.
**Program Consultation:** Serve as a business success expert, guiding clients on marketing best practices, program health strategies, and consumer-generated content optimization.
**Risk & Opportunity Management:** Proactively identify and mitigate program roadblocks before they impact clients. Collaborate with sales to identify upsell opportunities based on client pain points.
**Client Advocacy:** Demonstrate client-centricity through troubleshooting, sound judgment, and exceptional support to exceed customer expectations.
You will work remotely and report to the Client Success organization. This role requires managing multiple complex enterprise accounts and workstreams concurrently while maintaining strong relationships with executive-level stakeholders.
**Requirements:**
- Bachelor's degree
- Minimum 3 years of experience in account management, sales, or client services
- Experience managing Fortune 1000 clients, ideally within SaaS or e-commerce platforms
- Proven track record of driving account retention, health, and revenue growth
- Outstanding relationship-building skills with demonstrated ability to cultivate and manage executive champion relationships
- Ability to compel both clients and internal stakeholders to act and hold them accountable
- Demonstrated ability to efficiently manage multiple enterprise accounts and complex workstreams concurrently
- Exceptional oral and written communication skills with strong team-player mindset
- Preferred: Marketing program management experience
