HomeAbout UscareersJob SearchJob Description - Manager, Customer Success Retention

Manager, Customer Success Retention at Birdeye in Gurugram, India - Apply now!




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

  • You will be responsible for a Team of customer success managers responsible for, product adoption, account growth and product adoption. In reseller / Partner network.
  • Monitor health and proactively reach out to accounts based on key metrics/events/triggers specifically those customers that have low adoption.
  • Build strategies to enable the partner network and deliver results on Gross retention and Net retention.
  • Coach team members on skills to drive success across the team.
  • Own and forecast numbers / run QBR’s / MBR’s with clients and stakeholders.
  • Monitor team performance and report on metrics regularly.
  • Coach and build skills for each team member for better results. 
  • Define and implement strategies to ensure long term success of customers and organisation. 
  • Identify key improvement areas and execute plans to improve. 

Why you should work at Birdeye

  • We are a Silicon Valley startup achieving rocket ship status; alums from Google, Yahoo, & Amazon are leading the way.
  • BirdEye is trusted by 10,000+ businesses ranging from SMBs to global F1000 brands and largest digital agencies.
  • We want your help to build a world-class customer experience that makes our customers brag on us to their peers and colleagues. 
  • Become a part of cutting-edge reputation management technology and help our clients easily manage their reputation. 
  • We offer a competitive salary, healthcare benefits, 401K and PTO.

Customer Success Values in a Nutshell

  • Customer Obsessed. 
  • We’re a meritocracy - you’re judged on performance not who you know.
  • We make data-driven decisions. 
  • Your opinion matters - collaborative environment to help make BirdEye successful.



  • People management experience management experience
  • Direct customer interaction, focused on US markets, in a supervisory role.
  • Good background of SaaS SMB account management, QBRs, strategies for SMB retention and reach outs etc.
  • Outstanding multi-task task management skills across a varied set of responsibilities.
  • Challenges status QUO and driven by goals and achievements.
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises Ability to build credibility and trust by understanding and addressing customer requirements
  • 10 years of experience in a customer facing support/success/account management/retention and growth role.
  • Strong oral and written communication skills.
  • Consultative approach to account management.
  • Understanding of SMB space, particularly in the specified vertical.
  • Exceptional Saas product knowledge.
  • Ability to effectively manage delicate customer situations
  • Organized and reliable - Able to work as a team with little direction when necessary
  • Knowledge of Sales force CRM a plus


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.