Customer Success Manager, Commercial

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 experienced Commercial Customer Success Manager to manage and grow our upmarket 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 customer experience 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, renewal and expansion.

You possess high positive energy and love to work with customers and make them successful. You are an expert in CX and possess strong verbal and written communication skills. You are comfortable presenting and strategizing with C-Suite. 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

• Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience
• 3+ years experience in professional services or B2B account management, preferably in SaaS
• Proven ability in organization, project management, time management, and communication skills
• Knowledge of CX/SEM/SEO/advertising/social media
• Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
• Experience with online subscription / SaaS products is a must
• Energetic extroverted personality–you love working with customers and are customer obsessed
• Enthusiasm for troubleshooting issues; excited to learn and use new products/features
• Ability to quickly grasp and succinctly explain technological and business concepts
• Proven track record in managing enterprise customer relationships and delivering results
• Ability to stay calm and manage clients even under adverse conditions
• Strong communication skills and technical aptitude
• Diligence and organization in follow-up processes – document all calls/customer interactions in CRM

Nice to have

• Experience in Customer Experience / Reputation Management, Social Media Campaigns
• Up-sell and value-selling experience

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.

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!