Leadership Has Lost Touch With Product, People, and Reality - Implementation Specialist Birdeye Employee Review

I’ve been with Birdeye for a few years, but the recent management changes have taken things in the wrong direction. The new leadership neither understands the product nor what it takes to deliver a successful setup or customer experience. Instead of focusing on fixing core challenges, there’s a lot of posturing and “yes-man” behavior to please executives - with little real impact on the business. The new leader has no idea what he is doing. In the past 4-5 months, we’ve seen constant changes in direction, new priorities every week, and decisions that don’t help the company or its employees. Expectations have become completely unrealistic and disconnected from ground reality. The product itself is complex and buggy, making setup and customer success a real struggle - yet leadership treats it like a call center operation, which it is not. Hiring leaders from that background has made things even more confusing, as they fail to grasp what our customers truly sign up for. I genuinely feel for the teams still giving their heart and soul every day, trying to make things work despite the chaos. Birdeye used to be a great place, but it’s lost its way under the current leadership.