Customer Success Manager

<div class="content-intro"><p>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.</p> <p>In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.</p> <p>Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.</p> <p>Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our <strong><a href="https://www.podium.com/operating-principles">operating principles</a></strong> guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.</p></div><div> <p data-start="389" data-end="673">As a Customer Success Manager (SMB), 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 realize measurable value from Podium’s platform.</p> <p data-start="675" data-end="998">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.</p> </div> <h2 data-start="1005" data-end="1030">What You Will Be Doing</h2> <ul data-start="1032" data-end="1853"> <li data-start="1032" data-end="1101"> <p data-start="1034" data-end="1101">Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients).</p> </li> <li data-start="1102" data-end="1180"> <p data-start="1104" data-end="1180">Own customer renewals and be directly responsible for retention performance.</p> </li> <li data-start="1181" data-end="1260"> <p data-start="1183" data-end="1260">Identify and drive upsell opportunities within your portfolio.</p> </li> <li data-start="1261" data-end="1360"> <p data-start="1263" data-end="1360">Proactively monitor customer health, usage trends, and engagement metrics to mitigate<span class="Apple-converted-space"> </span><strong>churn risk.</strong></p> </li> <li data-start="1361" data-end="1461"> <p data-start="1363" data-end="1461">Educate customers on best practices to increase product adoption and ROI.</p> </li> <li data-start="1627" data-end="1765"> <p data-start="1629" data-end="1765">Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience.</p> </li> <li data-start="1766" data-end="1853"> <p data-start="1768" data-end="1853">Maintain accurate CRM documentation and forecasdct renewal and expansion opportunities.</p> </li> </ul> <hr data-start="1855" data-end="1858"> <h2 data-start="1860" data-end="1883">What You Should Have</h2> <ul data-start="1885" data-end="2583"> <li data-start="1885" data-end="2021"> <p data-start="1887" data-end="2021">3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or simlar Customer-Facing roles (SaaS preferred).</p> </li> <li data-start="2122" data-end="2198"> <p data-start="2124" data-end="2198">Strong commercial mindset with comfort dicusing different commercial terms.</p> </li> <li data-start="2199" data-end="2270"> <p data-start="2201" data-end ... (truncated, view full listing at source)