Manager, Client Success, Southern Europe

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
 
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
 
Our brand promise : closing the gap between brands and consumers.
 
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
 
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

Bazaarvoice is seeking a visionary, growth-oriented leader to spearhead our Customer Success organization across the Southern European region. In this pivotal regional leadership role, you will champion client value, maximize revenue retention, and accelerate product adoption through a relentless focus on best-in-class User Generated Content (UGC) and Social Commerce strategies.
As the Senior Manager of Customer Success, you will own the regional portfolio’s health, commercial growth, and overall satisfaction. You will lead a high-performing team of Customer Success Managers, transforming regional market insights into actionable customer outcomes.

Strategic Team Leadership & Talent Development:

• Lead & Inspire: Manage, mentor, and scale a high-performing team of seven Customer Success Managers (CSMs), fostering a culture of accountability, continuous learning, and excellence.


• People Architecture: Oversee strategic capacity planning, resource allocation, and utilization modeling to ensure optimal portfolio coverage and team well-being.


• Career Pathing: Act as a dedicated coach to your team, designing professional development roadmaps and preparing high-potential talent for advancement within Bazaarvoice.


• Market Evangelism: Serve as the regional voice of Bazaarvoice, articulating our corporate vision, market positioning, and the strategic value of our platform to the broader ecosystem.

• Lifecycle Innovation: Lead the continuous evolution of our regional client experience framework, optimizing customer journey maps and segmentation models based on data-driven market insights.


• Commercial Rigor: Spearhead robust portfolio reviews and strategic account planning sessions to uncover expansion opportunities, mitigate churn risks, and maximize lifetime value (LTV).


• Feedback Loop: Partner cross-functionally with Product, Engineering, and Marketing teams, translating regional client feedback into impactful product roadmap recommendations.

• Enterprise Alignment: Cultivate trusted-advisor relationships with key decision-makers and C-suite executives across our client portfolio, ensuring long-term relationship stability and partnership continuity.


• Strategic Counsel: Serve as a senior escalations point and subject matter expert, advising enterprise clients on cutting-edge UGC, AI technologies, and e-commerce optimization trends.

• SaaS Leadership DNA: A proven track record of leading customer-facing or advisory teams within a high-growth B2B SaaS, consulting, or digital agency environment.


• Commercial & Analytical Acumen: Strong business literacy with experience leveraging data analytics (Salesforce, Gainsight, etc.) to drive internal business performance and consultative client strategies.


• Executive Presence: Exceptional communication and interpersonal skills, with the gravitas required to command a room, influence senior stakeholders, and navigate complex client dynamics.


• Operational Agility: The ability to assess operational protocols critically, design scalable workflows, and champion change management across interdependent global functions.

• Experience: 8+ years of experience in a customer success, account management, or strategic consulting capacity, with 3+ years of direct people management experience.


• Education: Bachelor’s degree required; MBA or advanced degree preferred.


• Domain Expertise: Deep familiarity with digital marketing, e-commerce ecosystems, CRM systems, social technologies, or AI-driven enterprise solutions.

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