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Podium is an AI-powered platform that deploys AI Employees to local businesses in Auto, Home Services, and Aesthetics verticals. The company has scaled to $100M+ in AI Agent ARR with 60,000+ customers and 10,000+ deployed AI employees. This Customer Success Manager role focuses on the Auto vertical, where you'll own the full customer lifecycle for a strategic portfolio of accounts.
Key responsibilities include leading multi-location onboarding and training to ensure customers are confident and fully connected to the platform from day one. You'll manage account health scores, identify at-risk accounts, and drive product adoption across your portfolio. Building deep, multi-stakeholder relationships is central to the role—you'll uncover customer needs and deliver value-based solutions that drive retention and satisfaction.
You'll drive onboarding cohorts to hit key milestones within defined timeframes while maintaining momentum and accountability. Cross-functional collaboration is essential: you'll partner closely with Sales, Product, Marketing, and Finance to ensure transparency and seamless customer experiences. Becoming a product expert is critical, as you'll guide customers through setup, configuration, and best practices to unlock meaningful business outcomes.
The ideal candidate brings 3+ years of experience in Customer Success, Customer Experience, or Account/Relationship Management with a proven track record managing portfolios, onboarding, and driving retention. You should have demonstrated success identifying at-risk accounts, activating disengaged clients, and turning product adoption into a growth lever. You thrive in fast-evolving environments, adapt quickly to change, and possess exceptional communication and presentation skills that build trust at every organizational level. A consultative mindset—asking the right questions and crafting solutions that solve real problems—is essential.
Podium's Melbourne team operates with startup energy backed by global product credibility. The culture emphasizes high performance, genuine team support, and investment in professional development. The office is located in the Queen & Collins CBD building with end-of-trip facilities and bike storage.
