AI Mid-Market Customer Success Manager

Skills

About the Role

You'll serve as the primary post-sales point of contact for a variety of Mid-Market business customers, acting as their go-to person at Podium for inquiries, issues, and escalations. You'll use your in-depth product and industry knowledge to drive adoption and utilization of Podium products, while proactively engaging with customers during renewal cycles to secure renewals and boost retention. You'll conduct regular check-ins to assess satisfaction, identify improvement opportunities, and offer solutions that optimize usage. You'll anticipate and address challenges before they escalate, build strong trusted-advisor relationships with your customers, and collaborate cross-functionally to relay product feedback that shapes the roadmap.

Requirements

• Experience and passion for increasing customer value by increasing breadth and/or depth of product usage
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts
• Demonstrated ability to maximize retention save %
• Demonstrated experience and success in a customer success or account management role
• Ability to confidently and effectively speak with customers of all levels including CEOs, Owners and VPs
• Ability to provide strategic contributions through proven active involvement in shaping departmental strategies
• Excellent problem-solving and analytical abilities
• Technically adept and able to grasp complex software concepts quickly
• Scored top 10% in performance reviews for the past 3 years
• 5+ years customer success, onboarding or account management experience
• 3+ years B2B software experience
• 4-year degree required
• Consistent over-achievement in past and current positions

Responsibilities

• Serve as the primary post-sales point of contact for Mid-Market business customers
• Utilize product and industry knowledge to drive and increase adoption and utilization of Podium products
• Proactively engage with customers during the renewal process to secure renewals and drive retention
• Conduct regular check-ins to assess customer satisfaction and identify improvement opportunities
• Anticipate and address potential challenges to ensure a seamless customer experience
• Develop strong relationships with customers and become a trusted advisor
• Work cross-functionally to relay product feedback

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 (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees