Manager, CS Learning & Development at Birdeye in Philippines - Apply now!

About the Role

We are seeking an experienced Manager, Customer Success Learning & Development to lead our training team and drive impactful learning programs for our Customer Success organization. This role will be responsible for managing three specialized trainers—Communications, Technical Support, and GTM—while ensuring that all CS employees receive top-tier training on product knowledge, core skills, and internal processes.

The Manager, CS Learning & Development will oversee the Customer Success Bootcamp, which includes comprehensive product training, skills development, and final exams. Additionally, they will ensure that process documentation remains up to date across all CS departments and contribute to key department-wide special projects.

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.

Key Responsibilities

Team Leadership & Training Strategy

• Lead and mentor a team of three trainers specializing in Communications, Technical Support, and GTM training.
• Define and execute the training strategy to drive CS team effectiveness and customer impact.
• Align training programs with company goals, product updates, and customer success best practices.

Customer Success Bootcamp

• Own the Customer Success Bootcamp, ensuring all new hires receive structured, impactful onboarding covering products, skills, and assessments.
• Develop and refine Bootcamp curriculum based on feedback, performance data, and evolving business needs. Implement final exams and certification processes to validate learning outcomes.

Process & Content Management 

• Maintain and update all process documentation and learning content for CS teams.
• Partner with key CS stakeholders to ensure training materials align with evolving workflows, tools, and best practices.
• Ensure seamless knowledge transfer by making critical content easily accessible to CS employees.

Special Projects & Cross-Functional Collaboration

• Lead department-wide special projects to improve learning and performance within Customer Success.
• Collaborate with CS leadership, Enablement, and Product teams to introduce new initiatives, tools, and methodologies.
• Identify training gaps through data analysis and stakeholder feedback, then implement solutions to improve knowledge retention and execution.

Qualifications

• 5+ years of experience in Customer Success, Learning & Development, or Enablement, with at least 2 years in a leadership role.
• Strong expertise in training program design, adult learning principles, and knowledge management.
• Experience managing a team of trainers or instructional designers.
• Deep understanding of Customer Success best practices, SaaS products, and technical training.
• Proven ability to create engaging training content and assessments.
• Excellent communication, project management, and cross-functional collaboration skills.
• Experience working with LMS platforms, knowledge bases, and enablement tools is 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.