Customer Success Manager, Enterprise

BirdEye•Dallas, TX

3d•Hybrid

About The Position

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

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
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-fly
Planning 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

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

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!

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