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Podium is a rapidly growing AI company that deploys AI Employees to local businesses in Auto, Home Services, and Aesthetics. The company has scaled to $100M+ in AI Agent ARR and serves 60,000+ businesses. As Associate Manager of Customer Success, you will lead a team of Customer Success Managers focused on the Home Services vertical, driving customer outcomes and team performance.
You will be responsible for hiring, developing, and directly managing a team of CSMs. Your core responsibilities include coaching team members on aligning Podium's AI solutions with customer needs, driving customer lifetime value, and building processes to improve team efficiency. You'll evangelize Podium's vision internally, manage customer escalations, assess project scoping, and work cross-functionally with Sales and other teams to ensure alignment.
You will develop genuine relationships with your team, provide radically candid feedback, and help them master their roles while hitting metrics. You'll also manage performance, drive accountability for team outcomes, and continuously uplevel the organization through coaching and development.
The ideal candidate has 4+ years in post-sales roles (Customer Success, Onboarding) and 2+ years managing direct reports. You should have demonstrated success developing teams while hitting targets, strong customer-facing skills (including ability to speak with C-suite), and experience designing and deploying new processes. Experience in HVAC or Home Services is a plus, as is project management experience including data migrations. You should be self-driven, results-oriented, and comfortable working in a fast-paced, changing environment with minimal direction.
