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.