Lead Client Success Manager

Bazaarvoice; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

Bazaarvoice is seeking a Lead Client Success Manager for its UK Strategic Client Success team. You will own a portfolio of Enterprise clients, acting as a trusted strategic advisor to some of the region’s most recognizable consumer brands and retailers using Bazaarvoice’s UGC platform.

The role requires senior ownership of complex outcomes, executive stakeholder engagement, and cross-functional influence across Sales, Product, Implementation, and Support.

Qualifications

• Senior CSM with enterprise portfolio management.
• Proven track record in retention, health and revenue growth.
• Experience engaging executives and cross-functional teams.
• Ability to lead complex client outcomes and adapt to SaaS/e-commerce contexts.
• Strong communication and collaboration skills across Sales, Product, Implementation, Support.

Responsibilities

• Account Lifecycle Management across named UK Strategic & Global enterprise accounts with retention focus.
• Measure ROI and document measurable program outcomes for client leadership.
• Lead executive-facing meetings and coordinate cross-functional teams for unified value delivery.
• Drive cross-regional projects and report progress to leadership and stakeholders.
• Guide clients on marketing best practices and content optimization for long-term value.
• Identify risks and opportunities; manage escalations and collaborate on product improvements.
• Exhibit client-centricity and exceptional support to exceed expectations.

Skills

Senior CSM experience

Executive stakeholder engagement

SaaS or ecommerce experience

Account management

Cross-functional collaboration

Portfolio management

Strong communication

Education

Bachelor’s degree

Job description

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!

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.

What You’ll Be Doing:

• 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.

Necessary Skills and Experience:

• 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.

Why Bazaarvoice?

• 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.

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 & IntegrityBuilds 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 EMEA 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: Candidates who are successful will be required to undergo a Basic level DBS (Disclosure and Barring Service) background check.