Customer Success Manager, SMB

Birdeye; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading marketing platform provider in Gurugram, India is seeking a Customer Success Manager to help clients onboard and drive product adoption. The role focuses on ensuring customer satisfaction and high renewal rates. Ideal candidates will have 4-8 years in customer-facing roles, strong communication skills, and knowledge of the SMB space and SaaS products. This position demands empathy, organization, and the ability to handle sensitive situations effectively. Join a community that values diversity and strives for excellence.

Qualifications

• 4-8 years of experience in a customer-facing support/success/account management role.
• Ability to effectively manage delicate customer situations.
• Organized and reliable – able to work independently when necessary.

Responsibilities

• Help clients onboard and drive product adoption with new and current customers.
• Ensure a high renewal rate during the 90-day onboarding period.
• Provide consultative advice to customers for optimizing the Birdeye platform.

Skills

Customer experience champion

Excellent oral and written communication skills

Consultative approach & stakeholder management

Deep customer empathy

Exceptional SaaS product knowledge

Knowledge of Salesforce CRM

Education

Bachelor’s degree

Job description

Customer Success Manager, SMB at Birdeye in Gurugram, India

Full-time

About Birdeye

Birdeye is the leading agentic marketing platform for multi-location brands.

Companies such as 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

As a Customer Success Specialist, your primary function will be helping clients onboard and driving product adoption with new & current customers to help ensure a high renewal rate. In this individual contributor role, you will proactively work with customers to drive increased platform adoption, business value, and overall customer satisfaction during the 90‑day 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.

Requirements

• 4‑8 years of experience in a customer‑facing support/success/account management role.
• Customer experience champion.
• Excellent oral and written communication skills.
• Consultative approach & stakeholder management.
• Deep customer empathy.
• Understanding of SMB space, particularly in the specified vertical.
• Exceptional SaaS product knowledge.
• Ability to effectively manage delicate customer situations.
• Organized and reliable – able to work as a team with little direction when necessary.
• Knowledge of Salesforce CRM a plus.
• Bachelor’s degree.

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 always their authentic self.