Enterprise Client Success Manager

About the role

This senior individual contributor role on the APAC Client Success team owns a portfolio of Enterprise clients within the region, acting as the trusted strategic advisor for prominent consumer brands leveraging Bazaarvoice's UGC platform. The position requires independent ownership of complex client outcomes and executive stakeholder engagement while solving intricate challenges through structured thinking. You will bring senior CSM experience from a SaaS or e-commerce platform background, demonstrating comfort in C-suite conversations. The role demands partnership across Sales, Product, Implementation, and Support to find energy in collaborative problem-solving. You will cultivate executive relationships and ensure clear, data-anchored accountability for commitments. This position is pivotal in driving product adoption and aligning cross-functional teams to shared client outcomes. The successful hire will translate business goals into actionable platform strategies that foster loyalty and increase sales.

Key facts

What you'll do

Own strategic outcomes across a designated portfolio of named enterprise accounts to ensure alignment with commercial objectives.

Manage the complete client lifecycle, including discovery, value realization, and proactive management of expansions and renewals in conjunction with the Account Director.

Define and track multi-dimensional client success metrics that align with each client's specific commercial KPIs, ROI on UGC investment, and program maturity benchmarks.

Forecast renewal and expansion outcomes with a high degree of accuracy while actively partnering with Account Directors on overarching commercial strategy and growth initiatives.

Run executive business reviews (EBRs) at established cadences with General Managers, Vice Presidents, and C-suite stakeholders within client organizations to review performance and strategy.

Cultivate and maintain robust executive sponsor relationships on both client and internal Bazaarvoice sides, nominating and briefing appropriate BV executive sponsors for top-tier accounts.

Hold both internal partners and external clients accountable to their commitments through clear, data-anchored conversations that drive resolution and progress.

Act as the lead orchestrator across a wide range of functions including Account Directors, Technical Success Managers, Implementation, Support, Product, and Product Marketing for assigned enterprise accounts.

Drive deep product adoption and strategic value by translating client business goals into specific recommendations for BV product features, configurations, and established best practices.

Influence client roadmap discussions by advocating internally for high-impact client requests and ensuring platform architecture fluency regarding integration with e-commerce, OMS, PIM, and content management systems.

Requirements

Possess 8+ years of experience with a Bachelor's degree, 6+ years with a Master's degree, or 3+ years with a PhD, including a minimum of 2 years supporting enterprise clients or equivalent experience in relevant fields.

The experience must be specifically within Customer Success, Account Management, or Strategic Consulting roles within a SaaS or e-commerce platform environment.

Demonstrate a proven track record of owning Enterprise or Mid-Market portfolios that involve regular C-suite stakeholder engagement and management.

Show strong commercial instincts, particularly in renewal forecasting, expansion opportunity identification, and ROI storytelling to internal and external stakeholders.

Have extensive experience navigating complex, multi-stakeholder client organizations to drive initiatives and achieve buy-in across various departments.

Be highly organized with the ability to manage multiple priorities and distinct accounts concurrently without compromising attention to detail or quality.

Possess strong analytical skills, including the capability to structure, interpret, present data accurately, and derive actionable insights for strategic decision-making.

Exhibit excellent written and verbal communication skills, with a particular strength in executive-ready storytelling that conveys clarity and confidence.

Demonstrate the ability to compellingly compel both clients and internal stakeholders to take action while holding them accountable to their stated commitments.

Nice to have

Candidates with direct experience supporting Fortune 1000 retailers or major recognized consumer brands will be viewed favorably.

Familiarity with the UGC, e-commerce content, or social commerce space provides a distinct advantage in understanding client contexts.

Experience with modern CS tooling such as Gainsight and Gong, coupled with a demonstrated curiosity about how artificial intelligence is reshaping customer engagement strategies.

Practical notes

This role is based in Sydney and requires full-time on-site engagement. There are no specified hours, travel requirements, visa sponsorship details, or application deadlines outlined in the source documentation.