Associate Client Success Manager

As a Client Success Manager - Continuity, you will serve as a versatile and strategic partner within our North American team. This is a dynamic, client-facing role responsible for providing high-impact coverage and continuity for a shifting portfolio of accounts. Whether filling in for team members on leave or managing accounts during transition periods, you will ensure that our clients never miss a beat.

You’ll drive adoption, increase satisfaction, and mitigate risk. You are the steady hand that ensures our clients achieve their desired business outcomes, and you’ll advocate for their needs internally. Along the way, you’ll gain exposure to stakeholders across various internal teams, including Sales, Account Management, Marketing, and Product.

This role is perfect for someone who is building their career in the SaaS space, who believes variety is the spice of life, and who enjoys meeting diverse clients across a range of industries and roles.

• Dynamic Portfolio Management: Seamlessly manage diverse account portfolios, providing high-quality coverage for clients during account owner changes.

• Strategic Continuity: Proactively monitor account health to drive value and adoption, and ensure clients receive all contracted deliverables (business reviews, training sessions, etc). 

• Value Realization: Advise clients on maximizing Bazaarvoice solutions by integrating user-generated content throughout their marketing funnel. Ensure stakeholders understand the ROI they are receiving from Bazaarvoice.

• Operational Agility: Execute high-value activities across a large portfolio using productivity tools like Salesforce, Gainsight, and Matik.

• Risk Mitigation: Proactively identify and document risks within account base, working cross-functionally to develop risk mitigation plans alongside Sales and Customer Success leadership.

• Knowledge Transfer: Maintain meticulous documentation to ensure smooth handoffs back to permanent account owners.

• 1 - 3 years in a Client Success, Sales, Account Management, or other client-facing role. Experience with a scaled or evolving book of business is a plus. 

• Curious & Resilient: A strong desire to learn various business models quickly and a "can-do" attitude toward changing priorities. Actively embraces change.

• Solid Communication: Articulate in both written and verbal communications, and able to build rapport with global stakeholders.

• Master of Prioritization: Exceptional time management skills. You must be comfortable blending scaled and 1:1 account interactions

• Autonomous Execution: Proven ability to meet deadlines and manage expectations with minimal supervision.

• Technical Proficiency: Experience with Microsoft Office and Google suites. experience with Gainsight, Salesforce, or eCommerce/SaaS technologies is a plus.

This position offers a unique vantage point across our SMB, MidMarket, and Enterprise portfolios. You will work with a wider variety of brands and client personas than a traditional CSM, making you one of the most versatile and knowledgeable experts on our team.