Birdeye Inc is hiring a Customer Success Manager to manage and grow our Small Business Accounts. You will be the voice of Birdeye, guiding clients from onboarding through renewal by learning their business needs and ensuring they get maximum benefit from our platform.
What You'll Do
- Use a combination of tools to onboard new users and learn about their business and online reputation needs.
- Ensure customers know how to use Birdeye to their maximum benefit.
- Craft communication and education tailored to each customer's specific business processes.
- Manage account onboarding, training, management, retention, and renewal.
- Listen to business customers and use your expertise, creativity, and passion to meet their needs.
- Positively impact and manage the customer’s overall experience with Birdeye.
What We're Looking For
- Bachelor’s degree in science, mathematics, business, technology, engineering or equivalent experience.
- 3+ years experience in professional services or B2B Customer Success, preferably in SaaS.
- Proven ability in organization, project management, time management, and communication skills.
- Basic understanding 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 required.
- Energetic personality–you love working with customers, are result-oriented and customer obsessed.
- Enthusiasm for troubleshooting issues; excited to learn and use new products/features.
- Ability to quickly grasp and concisely explain technological and business concepts.
- Proven track record in managing Small Business customer relationships and delivering results.
- Ability to stay calm and manage clients even under adverse conditions.
- Diligence 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.
Benefits & Compensation
- 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.
Work Mode
This role is based in Gurugram, Haryana, IND.
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 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.
