Customer Success Manager, Commercial
About The Position
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 experienced Commercial Customer Success Manager to manage and grow our upmarket 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 customer experience 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, renewal and expansion. You possess high positive energy and love to work with customers and make them successful. You are an expert in CX and possess strong verbal and written communication skills. You are comfortable presenting and strategizing with C-Suite. 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 customer’s overall experience with Birdeye. We’ll 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
- Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience
- 3+ years experience in professional services or B2B account management, preferably in SaaS
- Proven ability in organization, project management, time management, and communication skills
- Knowledge 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 extroverted personality–you love working with customers and are customer obsessed
- Enthusiasm for troubleshooting issues; excited to learn and use new products/features
- Ability to quickly grasp and succinctly explain technological and business concepts
- Proven track record in managing enterprise customer relationships and delivering results
- Ability to stay calm and manage clients even under adverse conditions
- Strong communication skills and technical aptitude
- Diligence and organization in follow-up processes
Nice To Haves
- Experience in Customer Experience / Reputation Management, Social Media Campaigns
- Up-sell and value-selling experience
Responsibilities
- Manage and grow Birdeye's upmarket client base.
- Help new Birdeye users get started.
- Understand customer business and customer experience needs.
- Ensure customers know how to use Birdeye to their maximum benefit.
- Handle account onboarding, training, management, retention, renewal, and expansion.
- Craft communication and education tailored to each customer's specific business processes.
- Present and strategize with C-Suite.
- Clearly understand business needs and articulate Birdeye's value proposition.
- Positively impact and manage the customer's overall experience with Birdeye.
- Listen to business customers and use expertise, creativity, and passion to meet their needs.
- Document all calls and customer interactions in CRM.
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!
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
