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