# Customer Success Manager

**Company**: Podium
**Location**: Guatemala
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: Q10,000 monthly
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/podium81/jobs/6449871?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b27bd7bb-7e4

## Description

As a Customer Success Manager (SMB) at Podium, you will own the health, retention, and growth of a portfolio of small business customers. You will proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realise measurable value from Podium's platform.

This is a high-volume, revenue-impacting role where you are directly responsible for renewals, churn mitigation, and account growth. You will act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals through Podium's Interaction Management platform.

## Responsibilities

- Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients).

- Own customer renewals and be directly responsible for retention performance.

- Identify and drive upsell opportunities within your portfolio.

- Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk.

- Educate customers on best practices to increase product adoption and ROI.

- Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience.

- Maintain accurate CRM documentation and forecast renewal and expansion opportunities.

## Requirements

- 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or similar Customer-Facing roles (SaaS preferred).

- Strong commercial mindset with comfort discussing different commercial terms.

- Great job stability is required.

- Excellent written and spoken English.

- Strong communication skills with the ability to influence and build trust with small business owners.

- Analytical mindset with the ability to interpret usage data and identify risk signals.

- Ability to work onsite in our Guatemala City (Zone 10) office, Monday–Friday.

## Nice to Have

- Experience in SaaS or technology environments.

- Experience working for client portfolios.

- Familiarity with CRM platforms (Salesforce) and customer success tools.

- Experience working with small business customers.

- High adaptability and comfort in fast-paced, performance-driven environments.

## Additional Information

- Onsite role – Zone 10, Guatemala City (Edificio Inter-americas).

- Monday – Friday, regular business hours.

- This role includes performance expectations.

## Benefits

- Competitive salary – Starting at Q10,000 monthly.

- Law Benefit, Health and Life Insurance, free parking. Equipment is provided.

- 13 days of paid holidays.

## Skills

### Required
- Customer Success
- Accounts Management
- Retention
- Collection
- Sales
- English

### Nice to have
- SaaS
- technology environments
- client portfolios
- CRM platforms
- customer success tools
- small business customers

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/podium81/jobs/6449871?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)