Customer Success Manager, Enterprise

Description About Birdeye Birdeye is the leading agentic marketing platform for multi-location brands. Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions. Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands. What You’ll Do Birdeye is looking for an Enterprise Customer Success Manager with a passion for relationship management. You will nurture and manage accounts to maintain a healthy life-cycle, ensuring customers see the benefits of our platform and renew. This is a vital and hands-on role, where you’ll work hand-in-hand with customers to help improve their online reputation. The Enterprise Customer Success Manager is a full time job based in the Dallas/Ft. Worth metro area. Customer Success Values in a Nutshell We are Customer Obsessed We’re a meritocracy - you’re judged on performance not who you know We make data-driven decisions Your opinion matters. Collaborative environment to help make Birdeye successful 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 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 client’s industries to create tailor‑made solutions Handle some financial and billing issues for Birdeye’s clients Additional assigned projects as assigned Requirements You have 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 You’ve got a Technical, Product/Project Manager background and have experience troubleshooting software You have strong relationship management skills Successfully worked with clients through high touch implementations Organization is your wheelhouse and you know how to track data, especially with SalesForce or other CRMs You thrive in a multitasking environment and can adjust priorities on-the-flyPlanning and documenting is your forte. Nothing “falls through the cracks” with you You have strong reporting skills You can empathize with our customers & like to teach people about technology Picking up the phone and tackling issues is your norm 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! #J-18808-Ljbffr