VP Of Global Customer Success

Birdeye Inc Dallas , TX 75201

Posted 2 weeks ago


At BirdEye, we help businesses manage their customer experience, so happy customers are vital to our long-term success. We will not be successful unless our customers are receiving value from our software and validation from our people. As such, we are hiring a senior executive to join as the VP of Customer Success to oversee the entire customer lifecycle from on-boarding to support, retention and up-selling. Lets make people happy!



  • Youve lead a customer-facing Saas organization for 5+ years (SMB experience required).
  • Happy! Youre wired to help others with empathy and gladness.
  • You have a true passion for customers.
  • You have the ability to both set a vision and execute on a strategy, and roll up your sleeves and get in the weeds with your team.
  • You have a vision and playbook for success.
  • Youve managed global teams.
  • You know how to scale an organization, quickly and methodically with the end user in mind.
  • You have previous sales experience.
  • Your EQ and IQ are off the charts!
  • You understand the value drivers and key metrics in recurring revenue business models.
  • You have exquisite communication and presentation skills.


  • Drive Customer Success Outcomes by using data to inform strategy and drive revenue
  • Define and Optimize Customer Lifecycle
  • Manage Customer Success Activities
  • Measure Effectiveness of Customer Success
  • Lead World-class Customer Success Team
  • Enhance Effectiveness and Efficiency Through Technology
  • Inspire Customer Success Across Company



  • A competitive salary
  • A rich benefits package including medical, dental, and vision
  • 401(k) plan
  • Stocked kitchen complete with coffee, snacks, and Friday lunch catered
  • Flexible work hours
  • All of the opportunities inherent in a fast-growing organization!

Our Company:

BirdEye is a SaaS platform that reimagines the way customer feedback is used to acquire and retain connected customers by closing the loop between reputation marketing and customer experience. BirdEye enables businesses to get new reviews and captures existing customer sentiment from review sites, social media, Net Promoter Scores, and support cases in real-time. BirdEye converts all feedback into actionable insights so businesses can engage in every step of the customer journey, establish a positive online presence, and benchmark performance across locations and against competitors.

The BirdEye platform is trusted by 25,000+ businesses and prominent F1000 enterprises. BirdEye was founded in 2012 by Google, Yahoo, Amazon alumni and backed by Silicon Valley whos who including Trinity Ventures, Salesforce founder Marc Benioff and Yahoo co-founder Jerry Yang. Learn more at BirdEye.com.

Some noteworthy mentions:

Check out some of our recent G2Crowd awards!

  • Best Software Company in 2019: #60
  • Best Small Business Software in 2019: #25
  • Best Product for Marketers in 2019: #16

Our Values:

As relentless innovators, we make excellence a habit. We know that building beautiful things means shattering walls, so were bold, scrappy, and love a good challenge. Were obsessed with our customers. We put their happiness at the center of every decision, and we view our customers weaknesses and successes as our own.

Working at BirdEye means being part of a tight-knit family that helps you succeed and loves to celebrate with you. We find strength in diversity and inclusion, so we strive to find different points of view and expect everyone to represent their authentic self at all times.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
VP Tech Product Support & Customer Success


Posted 3 weeks ago

VIEW JOBS 8/22/2019 12:00:00 AM 2019-11-20T00:00 Vice President, Technical Product Support and Customer Success (Dallas) REQ# 190000DP https://datacard.wistia.com/medias/akqbr6vkib Position Overview: We are seeking a Vice President of Global Technical Product Support & Customer Success who has a passion for optimizing complex business processes and improving the customer experience. The VP will lead the global technical support organization with teams in the UK, Singapore, Canada, and the United States responsible for managing software support. In this role, you will be responsible for defining and executing the strategic plan for the Product Support & Success Organization. The ideal candidate has experience implementing technology solutions and best practices in a global Technical Support and Operations organization, operates with a sense of urgency, and is an effective leader and influencer in a matrixed organization. This position reports directly to our Chief Information Officer and is focused on the technical customer support of our Enterprise Security Products portfolio. Responsibilities: Customer Support Function Management Key Actions/Activities * Steer and scale a world-class global support organization providing an outstanding customer experience and operational excellence. * Establish industry best-in-class customer experiences for all interactions across Entrust Datacard globally * Develop and implement best practices globally across regions in a complex organization * Hold internal and external customer service reviews, with meaningful metrics * Mature multiyear roadmap for customer support and success organization – for talent, process and technology * Build and promote a culture of metrics and continuous improvement * Partner with stakeholders to create meaningful operational and business metrics * Champion culture transformation to align with EDC culture transformation goals * Develop a strategic plan for follow the sun 24/7 technical support * Elevate and Transform – work continuously with the team to ideate, simplify, build, and scale new approaches to elevate and transform in terms of the value we are bringing to our customers * Lead and contribute on cross-functional project teams, driving and implementing changes to improve business results, efficiency, ease of doing business, and customer satisfaction across geographies * Work closely with cross-functional teams to align global practices * Develop service and support metrics for all aspects of the business * Securing the Enterprise and external customer data from all types of internal and external threats. * Ensuring that all required certifications required to enable the business to operate are maintained. * Acting as the 24/7 escalation endpoint to resolve high-profile customer support and service issues. This includes actively participating in customer escalation calls 24x7 * Ensuring the high renewal rates for maintenance accounts by continuously surpassing customer expectations. * Visiting with customers to address service issues, review service levels, and sell products and services. * Budgeting and managing costs and revenue. * Negotiating contracts and pricing with external vendors. * Manage Customer Support budget Leadership & People Management Key Actions/Activities * Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc. * Implement best practices and establish and manage team metrics and deliverables, ensuring that service-level objectives are consistently met or exceeded, with a focus on quality, accuracy, timeliness and effective communication. * Act as escalation point for issues and provide leadership and guidance to team * Provide work direction and leadership to organization through project management, regular staff meetings, and 1:1s. Basic Qualifications * Bachelor's degree. * 8+ years of leadership experience, preferably with experience leading technical product support teams. * Demonstrated ability to lead in a matrix organization with strong influencing and change management skills * Results- and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver results within budget. * Highly organized with strong analytical and problem-solving skills * Ability to successfully deliver multiple complex projects simultaneously, meeting time and quality goals * Proven track record in understanding customer concerns and handling critical escalations with calm professionalism and respect * Demonstrated ability in measuring and improving customer satisfaction * Excellent verbal and written communication * Proficiency with Microsoft Office * Ability to travel up to 30%, both within the US and internationally * Must be able to lawfully work within the US and have unrestricted work authorization for US Preferred Qualifications: * Customer Operations leadership experience in a service or IT environment utilizing integrated business systems. * Superior coaching skills with a passion for people development * Background working with both hardware and software sales * Experience implementing global technology solutions to streamline order management * Proficiency with Salesforce.com or another CRM system * Multilingual skills a plus About Entrust Datacard Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together. Join us. Together we'll create solutions for a more connected, mobile and secure life. For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn. Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. NO AGENCIES, NO RELOCATION #LI-SD Entrust Dallas TX

VP Of Global Customer Success

Birdeye Inc