Customer Success Manager, Enterprise
About the role
Birdeye is the leading agentic marketing platform for multi-location brands. Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions. Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands.
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 Manager is a full time job based in the Dallas/Ft. Worth metro area.
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 understanding 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
- 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
- Technical, Product/Project Manager background with experience troubleshooting software
- 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
- 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
- Strong reporting skills
- Can empathize with our customers & like to teach people about technology
- Picking up the phone and tackling issues is your norm
Benefits
- 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
- Flexible PTO
- 401(k) with company match
- Flexible work from home options available
- Maternity & Paternity Leave
- Employee Resource Groups - network with like-minded "Birds"
- Abundant opportunities that come with a dynamic and fast-growing organization!