Customer Success Manager - SMB

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.

As a Customer Success Manager - SMB at Podium, you will be the main point of contact for our SMB clients, orchestrating a seamless onboarding experience and driving their ongoing success.

Responsibilities:

• Onboard multi-location clients, conduct training, and ensure they are completely connected to service offerings.
• Strategically maintain and manage a portfolio of customers to maximise product usage and reduce retention risk.
• Develop deep relationships within your portfolio to understand customer needs and offer value-based solutions using Podium’s range of products and services.
• Manage onboarding cohorts, ensuring they meet key metrics within established timeframes.
• Collaborate closely with the Sales team for complete transparency across the customer portfolio.
• Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes.

Requirements:

• 1–3 years of CX/CS experience with a track record of managing a customer portfolio and focusing on retention.
• A deep understanding of the marketing technology industry and its key players.
• Account management experience that includes identifying at-risk customers, driving product adoption and usage, and activating existing clients.
• The ability to thrive in a constantly changing and evolving work environment.
• Outstanding presentation and communication skills.
• Excellent problem-solving skills, taking a consultative approach to find the best solutions.

Benefits:

• Real growth and transparent career development opportunities
• A unique product that makes an actual impact on the local businesses you love and support
• Attractive base + super and commissions package
• A generous $650 monthly ‘Benefits & Wellbeing’ allowance, spent how you please
• Free snacks and drinks, which are always stocked up
• You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers