Customer Success Manager-Retention

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.