Team Manager, Client Success - APAC

About Bazaarvoice

Bazaarvoice specializes in creating intelligent shopping experiences by connecting brands, retailers, and billions of consumers worldwide through a vast network and advanced enterprise technology. Their platform empowers companies to gather extensive user-generated content, facilitating global reach and providing actionable business insights through user-friendly dashboards. This leads to improved customer loyalty, elevated sales, and enhanced product offerings.

The challenge addressed by Bazaarvoice is the difficulty brands and retailers face in establishing authentic connections with consumers and delivering impactful content during critical moments of the purchasing journey, often resulting in ineffective expenditure on content that fails to attract or retain customers.

Established in 2005 and headquartered in Austin, Texas, Bazaarvoice operates globally with offices in various continents and has earned recognition as a Great Place to Work in multiple countries.

Role Overview

This is a 12-month fixed-term leadership position to cover maternity leave, leading the APAC Client Success Strategic Team. The role involves managing 4 Client Success Managers handling major Enterprise accounts and 1 Manager overseeing a team of 4 CSMs in the SMB and mid-market segment, totaling approximately 9 team members.

The individual will collaborate closely with the APAC Managing Director and Sales DVP to drive retention and growth outcomes across both business segments.

Key Responsibilities

• Lead and inspire your team by managing, mentoring, and motivating CSMs focused on critical APAC accounts, including coaching through data-driven insights from tools like Gong, Gainsight, and AI analytics.
• Oversee revenue goals by ensuring achievement of retention, renewal, and expansion targets across Enterprise and SMB & Mid-Market portfolios, maintaining accountability through structured forecasting and executive reviews.
• Develop strategic account plans to enhance product adoption, usage, and customer health, while proactively identifying risks and opportunities.
• Maintain direct executive-level client relationships with VP and C-suite stakeholders throughout APAC.
• Act as the primary escalation resource for client issues, advocate for client needs across functions like Product, Marketing, and Sales, and facilitate team enablement for new solution adoption.
• Ensure smooth team continuity and knowledge transfer through structured handovers and updated playbooks during the 12-month engagement.

Required Qualifications and Skills

• A minimum of 10 years professional experience, including at least 2 years in management, preferably within SaaS, MarTech, or e-commerce platforms managing enterprise customer portfolios and exceeding retention goals.
• Demonstrated leadership capabilities, including coaching and developing customer success professionals and managers, with experience in comprehensive management practices like performance reviews and hiring.
• Strong executive presence and ability to nurture VP and C-suite relationships in key accounts.
• High emotional intelligence, including collaborative mindset and openness to feedback to prioritize overall team success.
• Strategic thinking to clearly communicate value proposition and operate effectively across different business segments and planning horizons.
• Excellent verbal and written communication skills, capable of engaging C-suite audiences and inspiring teams.
• Data-driven mindset with proficiency in customer success and CRM systems such as Gainsight, Salesforce, and Gong, able to interpret metrics to guide decisions and forecast outcomes.
• Comfortable with interim or fixed-term roles, ideally with prior experience covering leave or secondment positions.

Preferred Experience

• Background working with Fortune 1000 retailers or significant consumer brands.
• Familiarity with user-generated content (UGC), social commerce, and e-commerce content environments.
• Interest or knowledge in AI-driven customer success processes and how artificial intelligence is transforming the field.

Company Values and Culture

• Prioritize customer outcomes with a customer-first approach.
• Uphold transparency and integrity to build trust internally and externally.
• Foster a passionate pursuit of performance driven by curiosity and energy.
• Encourage innovation, agility, and experimentation over imitation.
• Value diversity and collaboration, promoting a company culture that embraces varied perspectives for collective success.

Diversity and Inclusion Commitment

Bazaarvoice is committed to providing equal employment opportunities regardless of race, gender, sexual orientation, veteran status, and other protected categories. The company emphasizes the importance of a diverse and inclusive workforce to enhance creativity and performance.

Additional Notes

The hiring process may include a standard background check contingent upon consent and employment relevance. Artificial intelligence tools might support aspects of recruitment such as application review and resume analysis, but all final hiring decisions are made by human evaluators.