Field Customer Success Manager I (Phoenix, AZ)

As a Field Customer Success Manager I, you will be responsible for ensuring the success and satisfaction of a segment of Podium's small business customers in the Phoenix metropolitan area. Your main focus will be on building strong relationships with customers through face-to-face interactions and understanding their business objectives and challenges. You will utilize your product and industry knowledge to drive adoption and utilization of Podium's Interaction Management platform, helping customers achieve maximum value and meet their business goals. Additionally, you will serve as the primary point of contact for customer inquiries, issues, and escalations, acting as a trusted advisor and relaying feedback to drive continuous improvement.

• Visit customers onsite at their business locations to establish stronger relationships and gain firsthand insights into their operational dynamics
• 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 and partner with expansion account manager to execute growth sales cycle
• 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.

• 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
• Experience or willingness to work onsite with customers
• Reliable transportation that will allow you to travel extensively across the Phoenix region to meet with customers
• In-depth product and industry knowledge to drive and increase adoption and utilization of Podium products
• Ability to help customers achieve maximum value from products and achieve business objectives
• Proven ability to identify opportunities for upselling and cross-selling within existing accounts
• Strong communication and relationship-building skills to serve as the primary point of contact for customer inquiries, issues, and escalations
• Ability to develop a deep understanding of each customer's business objectives and industry challenges
• Proactive approach to anticipate and address potential challenges to ensure a seamless customer experience
• Ability to develop strong relationships with customers and become a trusted advisor
• Curiosity, creativity, and a willingness to continuously improve and learn

• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Gas and travel reimbursement when meeting with customers in-person
• Bi-annual swag drops with cool Podium gear and apparel