Customer Success Manager, SMB

Job Type

Full-time

Description

Why Birdeye

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeyes 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 isnt just a goal its 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 whos who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What Youll Do

Birdeye is looking for experienced Customer Success Managers to manage and grow our Small Business Accounts client base. As a Customer Success Manager, you will use a combination of tools to help get new Birdeye users started, learn about their business and online reputation needs, and ensure that they know how to use Birdeye to their maximum benefit. Their successes will feel like yours. You are empathetic to their specific business processes, and can craft communication and education tailored to each this includes account onboarding, training, management, retention and renewal. You possess high positive energy and love to work with customers and make them successful. You are an expert in social media and possess strong verbal and written communication skills. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You must be able to clearly understand business needs and articulate Birdeye value proposition. You will make it your priority to positively impact and manage the customers overall experience with Birdeye. Well rely on you to listen to our business customers and use your expertise, creativity, and passion to meet their needs and remind them that behind our awesome product are amazing people like you who are the voice of Birdeye!

Requirements

• Bachelors 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 a must
• Energetic personalityyou love working with customers, result-oriented and are 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)

• Experience in Customer Experience / Reputation Management, Social Media Campaigns

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.

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!