Enterprise Customer Success Manager

Podium•Lehi, UT

47d•Onsite

About The Position

As an Enterprise CSM, you will be responsible for supporting the relationships with Podium's high-value, strategic clients. You will help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Podium's interaction platform. You will also aid in retaining and increasing the revenue from your customer portfolio.

Requirements

3+ years of Enterprise Customer Success experience
Experience in Automotive, Home Services, or a similar industry
Understanding of AI capabilities and trends, with experience integrating AI-driven solutions into daily work or team processes
Ability to identify and highlight customer ROI and business value.
Strong ability to think at scale while balancing customer experience outcomes.
Excellence in achieving net retention goals and contributing significantly to the other team's revenue and engagement metrics.
Strong skills in being a thought leader for the team and company.
Proven success in helping clients make better decisions.
Success in effectively decreasing churn, increasing revenue, and wowing your customers.
Experience working in professional services, managed services, or a SaaS company.
Ability to think like an owner. You will need to quickly understand a client's business and see the big picture while building things that last.
Confidence in confronting daily changes and obstacles is required to succeed in this environment of mastering new things.
Focused on being solution-oriented with creative and efficient options.
Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.

Responsibilities

Serve as the primary post-sales point of contact for a variety of Enterprise business customers. You'll be the quarterback for the customer at Podium for inquiries, issues, and escalations.
Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
Help clients set performance goals and obsess over their success. You will help analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.
You will assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness, and delight our clients.
Proactively anticipate and address potential challenges to ensure a seamless customer experience.
Email/direct customer communication expectations are determined by customer need. Both the AM and CSM should be CC'd to support as appropriate.
Maintaining documentation/SOPs for customer account details with assistance from the Account Executive.
Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
Tracking cases, bugs, and ongoing projects.
Work cross-functionally to relay product feedback
Your metrics will be focused on growth and retention.
You will travel 15% to 20% of the time.