Customer Success Manager, Mid-Market

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

Onboarding is part of Customer Success and in this role, you are responsible for the successful onboarding of Birdeye mid market clients. As the clients technical contact and often the first touchpoint of the Customer Success Team, you will play a critical role in ensuring a world-class onboarding experience, driving product adoption with new & current customers, business value and overall customer satisfaction during the onboarding period. You will utilize superior customer success skills, expert platform knowledge as well as reputation management best practices in order to provide consultative advice to customers so they can optimize the capabilities of the Birdeye platform.

Responsibilities:

• Manage entire onboarding process, from initial kick off to final implementation review meeting
• Drive user and product adoption of all purchased features
• Identify upsell opportunities in order to grow accounts
• Develop strong relationships with customers and internal cross-functional teams (product, sales, support, etc.)
• Coordinate with client's IT department to ensure all automation and integrations are complete
• Follow up on client requests and ensure the client is informed along the way
• Weekly sync-up with clients on onboarding progress
• Ability to understand new features and train clients accordingly
• Quarterly Business Reviews with clients which also includes creating the review presentation
• Dive head-first into integration issues, information mapping, or other technical issues
• Run Database Queries for additional reporting needs

• Bachelor’s degree
• 3-5 or more years of experience in a customer facing support or success role, with 2+ years of direct experience onboarding customers to a SaaS platform
• Excellent oral and written communication skills
• Self-starter who takes initiative and has experience working in mid-size to enterprise teams
• You have Project Management background and have experience troubleshooting software
• Attention to detail, highly organized, and reliability are a must - able to work as a team with little direction when necessary
• Ability to effectively manage delicate customer situations
• Deep customer empathy
• Experience using a CRM (Salesforce) is a plus
• You have strong Excel & Presentation skills

Why You’ll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our prayers sleeves and get work done. Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.