Customer Success Manager, SMB

Job Type

Full-time

Description

Title: Customer Success Manager (Retention and Growth)

Location: Remote

Working Hours: 3.30 AM to 12:30 PM (IST)

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 experienced Customer Success Managers to manage and grow our Small Business Accounts client base. As a Customer Success Manager, you will use a combination of tools to help get new Birdeye users started, learn about their business and online reputation needs, and ensure that they know how to use Birdeye to their maximum benefit. Their successes will feel like yours. You are empathetic to their specific business processes, and can craft communication and education tailored to each – this includes account onboarding, training, management, retention and renewal. You possess high positive energy and love to work with customers and make them successful. You are an expert in social media and possess strong verbal and written communication skills. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You must be able to clearly understand business needs and articulate Birdeye value proposition. You will make it your priority to positively impact and manage the customer’s overall experience with Birdeye. We’ll rely on you to listen to our business customers and use your expertise, creativity, and passion to meet their needs — and remind them that behind our awesome product are amazing people like you who are the voice of Birdeye!

Requirements

Requirements

Bachelor’s degree in science, mathematics, business, technology, engineering or equivalent experience3+ years experience in professional services or B2B Customer Success, preferably in SaaSProven ability in organization, project management, time management, and communication skillsBasic understanding of CX/SEM/SEO/advertising/social mediaTechnical experience or aptitude in working with SaaS platform configuration and troubleshootingExperience with online subscription / SaaS products is a mustEnergetic personality–you love working with customers, result-oriented and are customer obsessedEnthusiasm for troubleshooting issues; excited to learn and use new products/featuresAbility to quickly grasp and concisely explain technological and business conceptsProven track record in managing Small Business customer relationships and delivering resultsAbility to stay calm and manage clients even under adverse conditionsDiligence and organization in follow-up processes – document all calls/customer interactions in CRM (Salesforce)

Nice to have

Experience in Customer Experience / Reputation Management, Social Media Campaigns

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.