Customer Success Manager, PRO

Birdeye; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading customer experience platform is seeking a Customer Success Manager to oversee the onboarding of mid-market clients. This role requires managing the onboarding process, driving product adoption, and developing strong relationships with clients and internal teams. The ideal candidate holds a Bachelor's degree and has 3-5 years of experience in customer success roles, along with exceptional communication skills. This position offers an opportunity to work in a dynamic and supportive environment, enhancing customer satisfaction and driving product success.

Qualifications

• 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.
• Self-starter who takes initiative and has experience working in mid-size to enterprise teams.
• Ability to effectively manage delicate customer situations.

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.

Skills

Excellent oral and written communication skills

Attention to detail

Project Management background

Deep customer empathy

Strong Excel & Presentation skills

Education

Bachelor’s degree

Tools

Salesforce

Job description

Join to apply for the Customer Success Manager, Mid-Market role at 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 manage online reputation, engage prospects through social media and digital channels, and gain customer experience insights to grow sales.

Job Type: Full‑time

What You’ll Do

Onboarding is part of Customer Success, and in this role you will be 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 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.

Requirements

• 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 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.

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