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Podium is an AI-powered platform that helps local businesses (60,000+ across Auto, Home Services, and Aesthetics) capture and convert leads 24/7 using AI Employees. The company has scaled to $100M+ in AI Agent ARR in under 24 months and has been recognized by Inc. Magazine, OpenAI, and G2 for its impact.
As a Customer Success Manager (SMB), you will own the health, retention, and growth of a portfolio of small business customers. This is a high-volume, revenue-impacting role where you directly drive renewals, churn mitigation, and account expansion. You will act as a strategic partner to customers throughout their lifecycle, helping them achieve business goals through Podium's Interaction Management platform.
Key responsibilities include:
- Managing and serving as primary contact for a high-volume portfolio of 100+ Podium clients
- Owning customer renewals and being directly responsible for retention performance
- Identifying and driving upsell opportunities within your portfolio
- Proactively monitoring customer health, usage trends, and engagement metrics to mitigate churn risk
- Educating customers on best practices to increase product adoption and ROI
- Collaborating cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve overall experience
- Maintaining accurate CRM documentation and forecasting renewal and expansion opportunities
You should have 3–5 years of experience in Customer Success, Accounts Management, Retention, Collections, Sales, or similar customer-facing roles (SaaS preferred). You need a strong commercial mindset, excellent written and spoken English, strong communication skills to influence and build trust with small business owners, and an analytical mindset to interpret usage data and identify risk signals. Job stability is important. You must be able to work onsite in the Guatemala City (Zone 10) office, Monday–Friday.
