Manager, Customer Success, Commercial at Birdeye in Dallas, TX, United States - 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.

Responsibilities:

• Oversee a team of Customer Success Managers providing guidance, training, and performance feedback to ensure high levels of customer satisfaction.
• Track key customer success metrics, such as GRR/NRR, NPS, and adoption scores to identify trends, opportunities for improvement and forecast churn accurately. 
• Get ahead of at risk accounts by identifying early warning signs  
• Act as an escalation point for complex customer issues, resolving problems quickly and effectively
• Work closely with sales, product, and support teams to ensure a seamless customer experience and address any issues or challenges promptly.
• Forecast business unit performance to executive leadership up to 1 year out within 5% accuracy
• Stay updated with industry trends and best practices in customer success and implement innovative strategies 
• Collect and analyze customer feedback to serve as the voice of the customer within the organization
• Create and promote a healthy culture within the organization

• Bachelor’s degree in technology, marketing, engineering, science, mathematics, business or equivalent experience
• 5+ years in Customer Success with 2+ years experience in people management, preferably in SaaS
• Track record of achieving and exceeding customer satisfaction and retention goals
• 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
• Background in SaaS  products is a must
• Experience in managing and resolving complex customer escalations, ensuring timely and satisfactory outcomes
• Strong leadership and team-building skills, with a focus on developing and mentoring team members
• Diligence and organization in follow-up processes – document all calls/customer interactions in CRM

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!