Senior Customer Success Manager

As our newest Senior Customer Success Manager (CSM), you will own the long-term relationship with a number of key brands and retailers in our UK, Ireland and Northern Europe region. Your core focus when consulting with clients will include:

- Developing a deep understanding of the client business and their priorities.

- Working with them to develop a strategic and innovative Ratings and Reviews and Social Commerce programme that will drive measurable success.

- Analysing your clients’ business goals and matching these with the most impactful Bazaarvoice activity – and partnering with the different teams internally to deliver on this.

- Growing the footprint of your relationship with key stakeholders within client organisations wherever Bazaarvoice’s solution adds value

Who we are looking for? Is this Opportunity a good fit for you?

• Bazaarvoice are client-obsessed and as the job title suggest, this is a heavily client-orientated role so we’re expecting you to possess the same passion and drive too! Firstly, you’ll be responsible for owning a portfolio of circa 30 accounts, so you must have a highly disciplined and organised approach to servicing clients and prioritising your day-to-day work. You’ll be someone who can build trust and rapport when developing and owning client relationships through phone, emails and in-person meetings. This role is autonomous in that you’ll be able to manage your own time around clients’ availability.




• You’ll love discovering the clients’ internal business success metrics and be able to advise, influence, and define key ROI measurements. This will include recommending strategies and tactics to achieve the results desired by your clients. You will ensure that your clients stay on track in their execution of their success plans, so educating and helping them understand the value they are receiving from Bazaarvoice’s solutions is essential. This also includes consulting clients to promote and leverage customer-generation content for their websites and other channels (online and offline).




• You’ll also be a very strong planner and be able to look 6 months ahead of each client’s contract renewal and facilitate that process. You’ll be proactive in identifying and advocating opportunities to expand the scope of Bazaarvoice’s footprint within the client’s business. Finally, you’ll also advocate internally for client needs within Bazaarvoice and ensure your individual customer achievements are recognised internally too.

Must have skills and experience:

• University degree or similar.
• Native/fluent English language skills.
• Ability to navigate and build champions across complex client organisations and personalise the strategy you set to fit their needs.
• Experience in account management, ideally within software, research, online and/ or other marketing/e-commerce technologies or experience in driving digital driven programs within
• Customer-centric with a focus on delivering value (KPIs definition tracking).
• Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations. 
• Proven ability to work in an objective based environment while prioritising and managing workload across multiple accounts concurrently.
• Industry knowledge in any of the following: health and beauty, consumer electronics, CPG.
• Entrepreneurial spirit with great sense of autonomy.
• Outstanding oral, written, and presentation skills. Coupled with public speaking experience (executive level audience).
• Travel: about 20% of your time will be spent travelling to meet with clients.
• Attention to detail, highly organised, with an absolute focus on quality of work.

Nice to have:

• Marketing and /or ecommerce program management experience.
• Knowledge of and/ or previous experience with the kind of brands/ retailers that Bazaarvoice work with.

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