Jaiveer Manhas

About Jaiveer Manhas

Customer Success & Sales Leader | SaaS | Revenue Growth | Retention & Expansion With 8+ years of experience in sales and 3+ years in customer success, I specialize in driving revenue growth, retention, and expansion in the SaaS industry. Currently a Senior Customer Success Manager at Birdeye, I help businesses optimize their online reputation and engagement strategies, ensuring measurable ROI and long-term customer success. What I Do Best: Customer Retention & Upselling – Managing a portfolio of North American clients, I proactively identify opportunities for growth and renewal, increasing product adoption and reducing churn. Consultative Sales & Expansion – Leveraging data-driven insights and a consultative approach, I’ve successfully upsold solutions like Mass Texting, Webchat, Surveys, Referrals, and AI-powered tools. Strategic Problem-Solving – Tackling complex challenges, from CRM integrations to low ROI concerns, I implement tailored solutions that enhance customer experience and drive product value. Cross-Functional Collaboration – Working closely with sales, product, and marketing teams, I ensure seamless onboarding, engagement, and business expansion. Why Connect with Me? I am passionate about helping businesses succeed through customer-centric strategies and innovative SaaS solutions. Open to leadership roles in customer success, renewals, and sales growth—especially in the APAC & EMEA markets or global remote opportunities. Let’s connect to discuss scaling customer success, sales strategies, and SaaS growth!

Experience

1. Sr Customer Success Manager - Midmarket

   Birdeye

   Jan 2022 — Present · Gurugram, IN

   Birdeye is a leading SaaS platform for reputation management, customer experience, and online engagement. As a Senior Customer Success Manager, I help North American businesses maximize their ROI by driving adoption, retention, and expansion of Birdeye’s suite of solutions.Key Responsibilities & Achievements: Customer Retention & Revenue GrowthManaged a portfolio of $1M in enterprise and mid-market accounts across North America, ensuring high retention rates and reducing churn.Increased upsell revenue by strategically positioning add-ons like Mass Texting, Webchat, Surveys, Referrals, and AI-driven Insights based on customer needs. Mid-Market Client OnboardingLed onboarding and success planning for mid-market clients, aligning stakeholders, accelerating time-to-value, and ensuring seamless product adoption from day one. Data-Driven Customer EngagementConducted Quarterly Business Reviews (QBRs) using data-driven insights to showcase product impact and identify expansion opportunities.Regularly monitored customer health and adoption scores to proactively mitigate churn risks and improve customer satisfaction. Problem-Solving & Strategic ConsultingResolved complex challenges such as CRM integration issues, automation bugs, and low review generation, leading to improved product adoption.Successfully retained high-risk clients by implementing solutions like API/SFTP integrations, automated review request campaigns, and product optimizations. Cross-Functional CollaborationPartnered with sales, product, and support teams to enhance customer experience and tailor solutions to specific business needs.Provided valuable customer feedback to the product team, contributing to feature enhancements that improved customer satisfaction. Key Win: Retained a major client at risk of churn by increasing review generation by 500+ reviews in three months through automation and campaign tweaks, resulting in continued engagement and renewed contracts.

Education

• KNIT

  12th

  2004 — 2006

• Sikkim Manipal University

  Bachelor of Business Administration - BBA

  2011 — 2014

• Lovely Professional University

  Bachelor of Technology - BTech (Drop out)

  2008 — 2011

• Dalhousie Public School

  10th

  1999 — 2004