Manager, Product Adoption at Birdeye in Gurugram, India - Apply now!

Why Birdeye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

What You'll Do

As the Customer Success Team Manager, you will assume leadership of a team of Customer Success Managers dedicated to fostering the retention of our existing customer base. 

Your primary responsibilities include: 

• Customer Retention Leadership: Lead and guide a team of Customer Success Managers in their efforts to enhance customer retention. 
• Demonstrate ROI: Effectively demonstrate and communicate the return on investment that our customers achieve through the utilization of the Birdeye platform. 
• Gross Retention Strategies: Develop and implement strategies to ensure successful gross retention results. 
• Team Coaching: Coach team members to enhance their skills and drive success, ultimately improving save rates. 
• Client Engagement: Take ownership of client relationships by conducting Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRS) with clients and relevant stakeholders. 
• Performance Monitoring: Continuously monitor team performance and regularly report on key performance metrics. 
• Skill Development: Provide individualized coaching and skill-building opportunities for team members to optimize their performance. 
• Long-Term Success Strategies: Define and execute strategies aimed at ensuring the long- term success of both customers and the organization. 
• Continuous Improvement: Identify areas for improvement and execute plans to enhance overall performance. 

• Bachelor's degree in a relevant field is highly mandatory 

To be successful in this role, you should possess the following qualifications: 

• People Management: Demonstrated experience in managing teams effectively. 
• Customer Interaction: Direct customer interaction experience in a supervisory role, with a focus on the US market. 
• SaaS Retention Expertise: Strong background in SaaS retention strategies, particularly for Small and Medium-sized Businesses (SMBs). 
• Multitasking: Exceptional multitasking skills across a diverse range of responsibilities. 
• Goal-Oriented: A proactive approach that challenges the status quo and is driven by goals and achievements. 
• Communication Skills: Outstanding written, verbal, and presentation skills, with the ability to convey technical concepts to non-technical end users. 
• Credibility and Trust: Ability to build credibility and trust by understanding and addressing customer requirements. 
• Experience: 8 to 10 years of experience in a customer-facing support, success, account management, retention, and growth role. 
• Quick Learner: Adept at learning our product and coaching the team effectively. 
• Conflict Resolution: Proficiency in managing delicate customer situations effectively. 
• Organized and Reliable: Highly organized and reliable, with the ability to work independently when required. 
• Salesforce CRM: Knowledge of Salesforce CRM is considered a plus. In this pivotal role, your leadership and expertise will play a critical part in driving customer retention and success within our organization. 

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.