Customer Success Manager, Enterprise

Job Type

Full-time

Description

Why Birdeye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What You’ll Do

Birdeye is looking for an Enterprise Customer Success Manager with a passion for relationship management. You will nurture and manage accounts to maintain a healthy life-cycle, ensuring customers see the benefits of our platform and renew. This is a vital and hands-on role, where you’ll work hand-in-hand with customers to help improve their online reputation.

The Enterprise Customer Success Managet is a full time job based in the Dallas/Ft. Worth metro area.

Customer Success Values in a Nutshell

• We are Customer Obsessed
• We’re a meritocracy - you’re judged on performance not who you know
• We make data-driven decisions
• Your opinion matters. Collaborative environment to help make Birdeye successful
  
  
  

Responsibilities

• Responsible for renewals with clients
• Monitor and analyze account health to identify churn risk
• Ability to effectively manage delicate customer situations
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Weekly/Bi-weekly sync-up with clients to increase adoption.
• Conduct on-site Quarterly Business Reviews with all clients
• Utilize your creativity to refine and innovate processes to improve Customer Success
• Leverage your sales skills to reinforce the value proposition of Birdeye
• Be the point of escalation for clients and salespeople to ensure client satisfaction
• Develop methods for managing customer satisfaction
• Leverage research and understand of our client’s industries to create tailor-made solutions
• Handle some financial and billing issues for Birdeye’s clients
• Additional assigned projects as assigned
  
  
  

Requirements

• You have 3-5 years in SaaS sales and support, account management, customer success
• Ability to travel up to 50% of the time for client meetings.
• Proven ability in organization, project management, time management, and communication skills
• Ability to stay calm and manage clients even under adverse conditions
• Winning back clients excites you
• A customer advocate capable of understanding the client’s point of view
• Ability to understand new features and train clients accordingly
• You’ve got a Technical, Product/Project Manager background and have experience troubleshooting software
• You have strong relationship management skills
• Successfully worked with clients through high touch implementations
• Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs
• You thrive in a multitasking environment and can adjust priorities on-the-fly
• Planning and documenting is your forte. Nothing “falls through the cracks” with you
• You have strong reporting skills
• You can empathize with our customers & like to teach people about technology
• Picking up the phone and tackling issues is your norm
  
  
  

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.