Customer Success Manager, Enterprise

Birdeye - Dallas, TX

Full-time - Mid Level

Remote - Dallas, TX

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Enterprise Customer Success Manager at Birdeye is responsible for nurturing and managing client accounts to ensure customer satisfaction and retention. This role involves working closely with clients to help them realize the benefits of Birdeye's platform, addressing any issues that arise, and conducting regular check-ins to foster strong relationships. The position is vital for maintaining a healthy customer lifecycle and involves a mix of relationship management, project management, and technical support.

Responsibilities

• Responsible for renewals with clients
• Monitor and analyze account health to identify churn risk
• Ability to effectively manage delicate customer situations
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Weekly/Bi-weekly sync-up with clients to increase adoption
• Conduct on-site Quarterly Business Reviews with all clients
• Utilize creativity to refine and innovate processes to improve Customer Success
• Leverage sales skills to reinforce the value proposition of Birdeye
• Be the point of escalation for clients and salespeople to ensure client satisfaction
• Develop methods for managing customer satisfaction
• Leverage research and understanding of our client's industries to create tailor-made solutions
• Handle some financial and billing issues for Birdeye's clients
• Additional assigned projects as assigned

Requirements

• 3-5 years in SaaS sales and support, account management, customer success
• Ability to travel up to 50% of the time for client meetings
• Proven ability in organization, project management, time management, and communication skills
• Ability to stay calm and manage clients even under adverse conditions
• Winning back clients excites you
• A customer advocate capable of understanding the client's point of view
• Ability to understand new features and train clients accordingly
• Technical, Product/Project Manager background with experience troubleshooting software
• Strong relationship management skills
• Successfully worked with clients through high touch implementations
• Strong reporting skills
• Ability to empathize with customers and teach them about technology

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!