Client Success Manager

Responsibilities

Account Lifecycle Management: Manage the client lifecycle across a portfolio of named 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; Collaborative Partnership: Partner with clients and internal cross-functional teams (Account Directions, Technical Account Managers, Engagement Managers) to ensure a unified, value-based approach in high-stakes meetings; 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; Risk & Opportunity Management: Proactively identify and mitigate program roadblocks before they impact the client, while collaborating 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

Requirements

Bachelor’s degree; minimum of 3 years of experience in account management, sales, or client services; managing Fortune 1000 clients; proven track record of driving account retention, health, and revenue growth; outstanding relationship-building skills with demonstrated experience cultivating and managing productive executive champion relationships; ability to compel both clients and internal stakeholders to act, holding them accountable to their commitments; demonstrated ability to efficiently manage multiple enterprise accounts and complex workstreams concurrently; exceptional oral and written communication skills with a strong team-player mindset

Nice to have

SaaS or e-commerce platform experience; Marketing program management experience