Customer Success Manager, SMB

About Birdeye

Birdeye builds AI coworkers for multi-location brands. Jay for marketing, Myna for operations, and Robin for customer experience orchestrate AI agents to win AI visibility, book appointments, and drive consistent CX at every location. They run on BirdAI, the Agent OS built on 13 years of multi-location data infrastructure and 3,000+ integrations. BirdAI consolidates every signal, reasons with industry, brand and location context, and acts autonomously or with a human in the loop.

Birdeye is trusted by the world's largest multi-location brands across healthcare, dental, restaurants, financial services, auto, retail, and property management. G2 ranks Birdeye #1 in Enterprise Multi-Location Marketing Platforms and named it to the 2026 Best Agentic AI Products list. Learn more at birdeye.com.

Responsibilities

As a Customer Success Manager – Small Business, you will manage a high-volume portfolio of small business customers, focusing on driving product adoption, increasing customer value, and reducing churn. You will act as a trusted advisor, helping customers realize measurable outcomes from Birdeye’s platform while ensuring long-term retention.

Customer Retention & Adoption

• Own a book of small business customers, driving product adoption, engagement, and retention throughout the customer lifecycle.
• Proactively monitor usage, health scores, and customer signals to identify adoption gaps and churn risks early.
• Drive product adoption through enablement sessions, feature walkthroughs, best-practice guidance, and use-case recommendations.
• Build and execute retention plans for at-risk accounts, collaborating with internal teams where required.
• Support renewal motions by demonstrating value realization and ROI aligned to customer goals.

Customer Engagement & Value Delivery

• Act as the primary point of contact for customers post-onboarding, managing ongoing relationships and success milestones.
• Conduct regular check-ins, success reviews, and adoption touchpoints to ensure customers are maximizing the platform.
• Educate customers on new features, enhancements, and platform updates to drive deeper usage.
• Capture customer feedback and insights, serving as the voice of the customer internally.

Cross-Functional Collaboration & Execution

• Partner closely with Support, Product, Sales, and Marketing to resolve customer issues and improve the overall experience.
• Manage escalations effectively, ensuring timely resolution and high customer satisfaction.
• Maintain strong CRM hygiene, documenting all customer interactions, risks, and action plans accurately.

Requirements

• Bachelor’s degree in business, marketing, technology, or equivalent practical experience.
• 2–5 years of experience in Customer Success, Account Management, or Client Services, preferably in SaaS.
• Proven experience driving product adoption, engagement, and customer retention.
• Strong communication, presentation, and relationship-building skills.
• Comfort working with SaaS platforms, product configurations, and basic troubleshooting.
• Familiarity with CX, digital marketing, social media, SEO, or online reputation management is a plus.
• Highly organized, proactive, and comfortable managing a high-volume customer portfolio.
• Strong follow-up discipline with experience documenting customer interactions in CRM tools.