# Manager, Customer Success

**Company**: Podium
**Location**: Melbourne, Australia
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $650/month
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/podium81/jobs/8283830?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7ec33480-180

## Description

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue.

As the Manager, Customer Success (SMB) at Podium, you’ll lead a team of Customer Success Managers who each own a high-volume portfolio of 150+ small and medium-sized businesses.

**Responsibilities**

- Lead, coach and develop a team of SMB Customer Success Managers, fostering a high-performance culture built on accountability, curiosity and customer-first thinking.

- Own team performance against key metrics including gross and net revenue retention, product adoption, customer health and onboarding time-to-value.

- Run regular 1:1s, pipeline and portfolio reviews, and performance conversations, setting clear goals and supporting each CSM’s growth and career progression.

- Monitor portfolio health across the team, identifying retention risks early and guiding CSMs in building and executing effective save and success plans.

- Oversee the onboarding experience, ensuring cohorts and customer milestones are delivered within target timeframes and set customers up for long-term success.

- Design, refine and scale playbooks, segmentation and processes that let the team manage a high-volume portfolio effectively, including tech-touch and automated engagement.

- Act as an escalation point for at-risk or high-priority customers, building strong relationships with key stakeholders where needed.

- Partner closely with Sales, Support, Product and Marketing to deliver a seamless customer experience, and advocate for customer needs and feedback.

- Forecast renewals and expansion, and report on team performance, trends and insights to senior leadership.

- Ensure accurate customer records, health scores and account activity are maintained within the CRM, and use data to drive decisions.

- Recruit, onboard and train new team members, and keep the team up to date on best practices, new features and AI capabilities.

**Requirements**

- 4+ years’ experience in Customer Success, Account Management or Customer Experience within a SaaS or technology business, including 1+ years leading or mentoring a team.

- Experience managing or overseeing a high-volume book of business with ownership of retention, product adoption and customer engagement.

- Proven ability to coach and develop people, with a track record of building motivated, high-performing teams.

- Strong commercial awareness, with experience forecasting renewals, identifying churn risks and driving successful customer outcomes.

- A customer-first mindset with the ability to build trust and influence stakeholders, both internally and across multiple customer accounts.

- Excellent communication and presentation skills, with confidence engaging customers and senior stakeholders virtually and over the phone.

- Highly organised with the ability to manage competing priorities across a large portfolio and team.

- A proactive, data-driven, solutions-focused approach and the ability to thrive in a fast-moving, high-growth environment.

- Experience using CRM and Customer Success platforms such as Salesforce, HubSpot or Gainsight is highly regarded.

**Benefits**

- Open and transparent culture

- Health and Wellbeing Benefits

- $650/month allowance, spend it your way

- 4 weeks of annual leave

- Melbourne CBD Office - Located on the corner of Queen & Collins St, with end-of-trip facilities and bike storage

- Snacks and drinks always stocked

- Catered lunch the last week of every month

## Skills

### Required
- Customer Success
- Account Management
- Customer Experience
- Leadership
- Team Management
- CRM
- Customer Success platforms

### Nice to have
- Salesforce
- HubSpot
- Gainsight

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/podium81/jobs/8283830?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)