Customer Success Manager I - SMB

Podium•Lehi, UT

6h•Onsite

About The Position

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers. In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business. Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2. Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career. As a Customer Success Manager I (SMB), you will own the success and health for a segment of Podium’s small business customers. You will develop strategies that increase engagement and delight customers while mitigating churn. You’ll partner with your portfolio customers throughout their Podium journey by listening, understanding and collaborating to ensure they get the most out of Podium’s Interaction Management platform and deliver their business goals. You will ensure customer satisfaction, manage product adoption, and effectively accelerate value for our customers.

Requirements

1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.
Excellent problem-solving and analytical abilities to understand and address customer challenges effectively.
Technically adept and able to grasp complex software concepts quickly
Empathetic and customer-centric mindset, committed to driving customer success
Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals.
Collaborative team player with the ability to work cross-functionally to achieve common objectives.

Nice To Haves

Experience with customer success platforms and tools.
Familiarity with CRM and customer support software.
Knowledge of online reputation management and customer feedback processes.

Responsibilities

Serve as the primary post-sales point of contact for a variety of small business customers
Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
Help customers achieve maximum value from products and achieve business objectives
Responsible for identifying opportunities for upselling and cross-selling within existing accounts
Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.
Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.