Customer Success Manager

Birdeye; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading customer experience platform in the United Kingdom is seeking a passionate Customer Success Manager to manage and grow its enterprise and mid-market client base. This role requires strong communication skills, a background in B2B account management, and a customer-centric approach. Ideal candidates will enjoy onboarding new clients and ensuring they maximize the use of the platform. The company offers competitive benefits, flexible work options, and is focused on innovating and achieving outstanding customer results.

Benefits

100% Employer-paid benefit plans

Flexible PTO

401(k) with company match

Flexible work from home options

Maternity & Paternity Leave

Qualifications

• 3+ years experience in professional services or B2B account management, preferably in SaaS.
• Technical experience or aptitude in SaaS platform configuration.
• Strong verbal and written communication skills.

Responsibilities

• Manage and grow enterprise and mid‑market client base.
• Onboard and train new Birdeye users.
• Ensure customers fully utilize Birdeye's platform.

Skills

Project management

Communication skills

Customer obsession

Technical aptitude

Problem solving

Education

Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience

Tools

CRM software

Job description

Customer Success Manager at Birdeye in United Kingdom - Apply now!

Sales Full-time

Description

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.

Birdeye is seeking a passionate and dynamic Mid-Market Account Executive who is excited to explore new markets and make a significant impact. If you are driven by a love for sales, have a strong track record, and thrive in a competitive environment, this opportunity is for you.

With a market opportunity exceeding $10 billion in the US alone and even larger globally, our solutions offer benefits to every business. We’re looking for motivated individuals who are eager to help us grow, achieve our goals, and enjoy the journey along the way.

What You’ll Be Doing

Birdeye is looking for experienced Customer Success Managers to manage and grow our enterprise and mid‑market client base. As a Customer Success Manager, you will use a combination of tools to help get new Birdeye users started, learn about their business and online reputation needs, and ensure that they know how to use Birdeye to their maximum benefit. Their successes will feel like yours. You are empathetic to their specific business processes, and can craft communication and education tailored to each – this includes account onboarding, training, management, retention and renewal.

You possess high positive energy and love to work with customers and make them successful. You are an expert in social media and possess strong verbal and written communication skills. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You must be able to clearly understand business needs and articulate Birdeye value proposition. You will make it your priority to positively impact and manage the customer’s overall experience with Birdeye. We’ll rely on you to listen to our business customers and use your expertise, creativity, and passion to meet their needs — and remind them that behind our awesome product are amazing people like you who are the voice of Birdeye!

Requirements

• Bachelor’s degree in technology, engineering, science, mathematics, business or equivalent experience
• 3+ years experience in professional services or B2B account management, preferably in SaaS
• Proven ability in organization, project management, time management, and communication skills
• Knowledge of CX/SEM/SEO/advertising/social media
• Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
• Experience with online subscription / SaaS products is a must
• Energetic extroverted personality–you love working with customers and are customer obsessed
• Enthusiasm for troubleshooting issues; excited to learn and use new products/features
• Ability to quickly grasp and succinctly explain technological and business concepts
• Proven track record in managing enterprise customer relationships and delivering results
• Ability to stay calm and manage clients even under adverse conditions
• Strong communication skills and technical aptitude
• Diligence and organization in follow-up processes – document all calls/customer interactions in CRM

Nice to have

• Experience in Customer Experience / Reputation Management, Social Media Campaigns
• Up‑sell and value‑selling experience

Why You’ll Join Us3>

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 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.

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!