Customer Success Manager, PRO

Description

About Birdeye

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.

What You’ll Do

Birdeye is looking for a strategic and high-energy Customer Success Manager to lead and grow our upmarket client base. In this role, you will serve as a trusted advisor, moving beyond initial setup to ensure long-term value realization and retention. You are deeply empathetic to complex business processes and can craft tailored strategies that align Birdeye’s CX platform with each client's unique corporate objectives. Your clients’ success is your primary metric; you are a diligent problem-solver who navigates the post-onboarding journey-including business reviews, renewals, and strategic consulting-with a "whatever it takes" attitude.

As an expert in the CX space, you possess the executive presence to strategize with C-Suite stakeholders and the technical savvy to articulate the Birdeye value proposition at every stage of the customer lifecycle. You are the bridge between our product and our users, using your creativity and passion to transform business needs into measurable outcomes and ensuring that every upmarket partner views Birdeye as an indispensable part of their growth.

Requirements

• Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience
• 3+ years experience in Customer Success
• 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
• Track record of driving long-term platform adoption through success planning and the achievement of ongoing ROI milestones.
• 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
• Proven ability to own and execute renewal strategies for an assigned customer portfolio, including negotiation and closure.
• Demonstrated experience monitoring customer health through data, usage insights, and qualitative feedback to proactively mitigate churn risk.
• Track record of driving platform adoption via success planning, onboarding excellence, and ongoing value realization milestones

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done. Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.