AI Customer Success Manager - SMB

Skills

About the Role

You will own the success and health for a segment of Podium's small business customers. You will develop strategies that increase engagement and delight customers while mitigating churn. You'll partner with your portfolio customers throughout their Podium journey by listening, understanding and collaborating to ensure they get the most out of Podium's Interaction Management platform and deliver their business goals. You will ensure customer satisfaction, manage product adoption, and effectively accelerate value for our customers.

Requirements

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
• Technically adept and able to grasp complex software concepts quickly
• Empathetic and customer-centric mindset, committed to driving customer success
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals
• Collaborative team player with the ability to work cross-functionally to achieve common objectives

Responsibilities

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of Podium products
• Help customers achieve maximum value from products and achieve business objectives
• Identify opportunities for upselling and cross-selling within existing accounts
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention
• Develop a deep understanding of each customer's business objectives and industry challenges
• Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize usage
• Act as the primary point of contact for customer inquiries, issues, and escalations
• Proactively anticipate and address potential challenges to ensure a seamless customer experience
• Develop strong relationships with customers and become a trusted advisor
• Act as a customer advocate within the company, relaying feedback to product and engineering teams

Benefits

• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• Onsite HQ gym with local professional coaches and classes offered
• Onsite HQ child care center, subsidized for employees