Enterprise 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><p>As an Enterprise CSM, you will be responsible for supporting the relationships with Podium’s high-value, strategic clients. You will help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Podium’s interaction platform. You will also aid in retaining and increasing the revenue from your customer portfolio.</p> <p><strong><em>What you will be doing: </em></strong></p> <ul> <li>Serve as the primary post-sales point of contact for a variety of Enterprise business customers. You’ll be the quarterback for the customer at Podium for inquiries, issues, and escalations.</li> <li>Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products</li> <li>Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.</li> <li>Help clients set performance goals and obsess over their success. You will help analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.</li> <li>You will assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness, and delight our clients.</li> <li>Proactively anticipate and address potential challenges to ensure a seamless customer experience.</li> <li>Email/direct customer communication expectations are determined by customer need. Both the AM and CSM should be CC’d to support as appropriate.</li> <li>Maintaining documentation/SOPs for customer account details with assistance from the Account Executive. </li> <li>Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.</li> <li>Proactively engage with customers during the renewal process to secure renewals and drive customer retention.</li> <li>Tracking cases, bugs, and ongoing projects. </li> <li>Work cross-functionally to relay product feedback</li> <li>Your metrics will be focused on growth and retention.</li> <li>You will travel 15% to 20% of the time. </li> </ul> <p><strong><em>What you should have: </em></strong></p> <ul> <li>3+ years of Enterprise Customer Success experience</li> <li>Experience in Automotive, Home Services, or a similar industry </li> <li>Understanding of AI capabilities and trends, with experience integrating AI-driven solutions into daily work or team processes</li> <li>Ability to identify and highlight customer ROI and business value.</li> <li>Strong ability to think at scale while balancing customer experience outcome ... (truncated, view full listing at source)