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.

Responsibilities

• Responsible for renewals with clients
• Monitor and analyze account health to identify churn risk
• Able 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

• 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 have 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

Qualifications

• Full-time position based in the Dallas/Ft. Worth metro area

Skills

• Strong organizational and project management skills
• Excellent communication and interpersonal skills
• Ability to handle sensitive and confidential information
• Experience with CRM systems (SalesForce preferred)
• Technical troubleshooting skills
• Ability to work independently and as part of a team

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!