Responsibilities As a Customer Success Manager – Small Business, you will manage a high-volume portfolio of small business customers, focusing on driving product adoption, increasing customer value, and reducing churn. You will act as a trusted advisor, helping customers realize measurable outcomes from Birdeye’s platform while ensuring long-term retention. Customer Retention & Adoption
• Own a book of small business customers, driving product adoption, engagement, and retention throughout the customer lifecycle.
• Proactively monitor usage, health scores, and customer signals to identify adoption gaps and churn risks early.
• Drive product adoption through enablement sessions, feature walkthroughs, best-practice guidance, and use-case recommendations.
• Build and execute retention plans for at-risk accounts, collaborating with internal teams where required.
• Support renewal motions by demonstrating value realization and ROI aligned to customer goals. Customer Engagement & Value Delivery
• Act as the primary point of contact for customers post-onboarding, managing ongoing relationships and success milestones.
• Conduct regular check-ins, success reviews, and adoption touchpoints to ensure customers are maximizing the platform.
• Educate customers on new features, enhancements, and platform updates to drive deeper usage.




• Capture customer feedback and insights, serving as the voice of the customer internally. Cross-Functional Collaboration & Execution
• Partner closely with Support, Product, Sales, and Marketing to resolve customer issues and improve the overall experience.
• Manage escalations effectively, ensuring timely resolution and high customer satisfaction.
• Maintain robust CRM hygiene, documenting all customer interactions, risks, and action plans accurately. Requirements
• Bachelor’s degree in business, marketing, technology, or equivalent practical experience.
• 2–5 years of experience in Customer Success, Account Management, or Client Services, preferably in SaaS.
• Proven experience driving product adoption, engagement, and customer retention.
• Strong communication, presentation, and relationship-building skills.
• Comfort working with SaaS platforms, product configurations, and basic troubleshooting.
• Familiarity with CX, digital marketing, social media, SEO, or online reputation management is a plus.
• Highly organized, proactive, and comfortable managing a high-volume customer portfolio.
• Strong follow-up discipline with experience documenting customer interactions in CRM tools.

📌 Customer Success Manager, SMB (Gurugram)
🏢 Birdeye
📍 Gurugram