Senior BI Manager, Customer Success

Job Type

Full-time

Description

Why 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 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.

What We Are Looking For

Customer Success analytics professional who will work across multiple departments and teams to support customer success leaders and cross-functional stakeholders by providing reports and insights that are actionable and useful for customer success initiatives and go-to-market strategy of the company.

This CS BI person will be the subject matter expert within the BI Team for everything customer success (CS) and CS-adjacent aspects of the business, and therefore the responsibilities include but are not limited to crafting structured management reports and business dashboards, monitoring daily customer success operations, assessing periodic performance, improving existing reports, performing ad hoc analysis, identifying improvement opportunities, and providing recommendations relevant to decision-making on key operational concerns.

This role requires strong analytical skills, project management skills, the ability to work effectively with multi- functional teams, and the ability to work in a fast-paced environment.

Responsibilities

• Provide reporting and analytics support for management to gain insights that are backed by data
• Lead and take ownership of reporting and analytics on anything Customer Success (CS) - Birdseye
• Global, All Entities, All GMs, All Segments
• Work closely with customer success leaders to create and improve reporting and analysis
• Develop and monitor periodic performance of the customer success organization
• Provide reporting and analytics support for all aspects of CS and CS-adjacent functions such as, but not limited to, Churn and Downsell, GRR and NRR, AM and overall Upsell, Product, Onboarding,
• Support, Usage, Retention, Adoption, Cases, and others
• Perform ad hoc analysis as necessary to drive improvements in the customer success organization
• Work synergistically with cross-functional partners and stakeholders
  
  
  

To succeed in this role, you must have experience in:

• Customer success analytics, go-to-market (GTM) analytics, or management consulting experience
• Strong analytical, organization, problem-solving and follow-through skills
• Ability to craft a cohesive story and extract insights by working with data and numbers
  
  
  

Requirements

• High Proficiency with Microsoft Word, Excel, and PowerPoint and/or G-Suite counterparts
• Hands-on experience in customer success analytics and/or GTM analytics
• Hands-on experience in using Salesforce as CRM
• Excellent oral and written communication skills including listening and presentation skills
• Ability to motivate change and influence individuals at all levels of the organization
• Ability to assemble, interpret and apply critical thinking to data to help in decision-making
• Ability to think and influence both at the strategic and execution level
• Ability to efficiently prioritize multiple tasks, projects and target date simultaneously
• Expertise in systems and tools a plus (Tableau, SQL, Hadoop, and related tools)
• Willing to do night shifts (default shift schedule will be US PST working hours)
  
  
  

Why You'll Join Us:

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.