Customer Success Manager, Retention and Growth

Birdeye is looking for a Customer Success Manager for Retention and Growth with a passion for relationship management. The successful candidate will nurture and manage accounts to maintain a healthy life-cycle, while ensuring and allowing customers to see the benefits of Birdeye's new platform and renew. This role is vital and hands-on role, where you will work hand- in-hand with customers to help improve their online reputation. Responsibilities Responsible for renewals of Birdeye's clients Monitor and analyze account health to identify churn risk Win back clients who have requested a cancellation Utilize your creativity to refine and innovate processes to improve Customer Success Leverage your 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 understand of our clients industries to create tailor-made solutions Handle some financial and billing issues for Birdeye clients Additional assigned projects as assigned Requirements 2-7 years of experience in a customer facing support/success/account management/retention role. Customer experience champion. Strong oral and written communication skills. Consultative approach to account management. Deep customer empathy. 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. Bachelor's degree preferred.

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.