Team Manager, Client Success

About the role

Bazaarvoice is actively seeking a second-line leader to provide strategic oversight for our APAC Client Success team during a 12-month maternity leave cover. In this temporary but critical role, you will be responsible for managing a high-performing group of nine professionals, ensuring continuity and excellence in client relationships across the region. The position requires a strong executive presence to drive strategic initiatives focused on retention and expansion within both enterprise and mid-market segments. You will coach and develop nine direct reports, including four senior Client Success Managers and the manager responsible for SMB and mid-market accounts. This role demands a deep commitment to data-driven decision-making and the ability to translate complex insights into clear, actionable feedback for the team. You will be a key representative of the client voice, advocating for customer needs internally across Marketing, Sales, and Product departments to ensure alignment. Ultimately, you will safeguard business performance and team cohesion during a period of transition, ensuring the APAC Client Success team maintains its high standards until the permanent return.

Key facts

What you'll do

• Mentor and provide strategic leadership to four Client Success Managers dedicated to managing strategic enterprise accounts while simultaneously developing the manager responsible for the SMB and mid-market portfolio.
• Leverage advanced analytics from Gainsight, Gong, and Staircase AI to synthesize complex performance data and deliver precise, actionable feedback that drives individual and team improvement.
• Assume full ownership of retention strategies, renewal processes, Net Revenue Retention (NRR) targets, and Customer Satisfaction (CSAT) metrics for both the Enterprise and SMB/mid-market client portfolios.
• Cultivate and maintain high-level executive relationships with Vice Presidents and C-suite stakeholders throughout the Asia-Pacific region, ensuring strategic alignment and trust.
• Act as the primary escalation point for complex client challenges and serve as the definitive representative of the client perspective in cross-functional discussions with Marketing, Sales, and Product teams.
• Provide hands-on coaching and professional development to direct reports, focusing on enhancing consultative selling skills, strategic account planning, and commercial acumen.
• Design, manage, and optimize team playbooks and operational workflows to ensure consistent execution and a seamless transition at the conclusion of the 12-month assignment.
• Conduct regular performance reviews and career development conversations, utilizing data and qualitative insights to foster growth and accountability within the team.
• Develop and monitor comprehensive revenue forecasting models and portfolio strategies to ensure predictable growth and the successful achievement of financial objectives.
• Champion a client-centric culture by embedding customer feedback and success metrics into the daily operations and long-term strategic plans of the team.

Requirements

• Possess a minimum of 10 years of cumulative professional experience, with at least 2 years demonstrated in a formal management capacity overseeing teams and workflows.
• Have a proven track record of successfully managing enterprise customer portfolios and consistently meeting or exceeding retention goals within a SaaS, MarTech, or e-commerce environment.
• Demonstrate substantial experience in managing and developing other people-managers, fostering their professional growth and performance.
• Show comprehensive expertise across the full employee lifecycle management process, including conducting performance reviews, overseeing hiring procedures, and creating individual development plans.
• Exhibit the ability to clearly articulate sophisticated value propositions to C-suite stakeholders and to effectively manage complex, multi-product client relationships that span multiple touchpoints.
• Demonstrate advanced proficiency in key CRM and Customer Success software platforms, specifically Salesforce, Gainsight, and Gong, to drive data-informed decision-making.
• Bring prior experience with fixed-term or interim leadership engagements, showing adaptability and quick mastery of new business contexts.
• Hold the right to work in Australia and be eligible to undertake employment in the role of Team Manager, Client Success without requiring sponsorship.
• Be willing to undergo a standard pre-employment background check as a mandatory component of the selection process.
• Operate in a hybrid work model, balancing remote and in-office work arrangements as determined by team and business needs.

Nice to have

• Bring a background of working with Fortune 1000 retailers or major global consumer brands, understanding the nuances of large-scale commercial operations.
• Possess deep knowledge of user-generated content, social commerce, or broader e-commerce content sectors and their impact on customer experience.
• Show familiarity with AI-driven workflows and tools within the customer success domain, exploring how technology can enhance client engagement and operational efficiency.

Practical notes

This is a hybrid role. A standard pre-employment background check is required as part of the selection process.