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Podium is an AI-driven platform that deploys AI Employees to local businesses in Auto, Home Services, and Aesthetics, capturing and converting leads 24/7. The company has scaled to $100M+ in AI Agent ARR with 60,000+ customers and 10,000+ deployed AI employees. Podium has been recognized by Inc. Magazine, OpenAI, and G2 for its innovative AI agent solutions.
As a Customer Success Manager - SMB, you will be the primary point of contact for Podium's small-to-medium business clients. You'll orchestrate seamless onboarding experiences, drive ongoing customer success, and work cross-functionally with Sales, Product, Marketing, and Finance teams to address customer needs, mitigate churn, and improve retention.
Key responsibilities include:
- Onboarding multi-location customers, conducting training, and ensuring they are fully connected to service offerings
- Managing a portfolio of customers to maximize product usage and reduce retention risk
- Developing deep relationships within your portfolio to understand needs and offer value-based solutions across Podium's product range
- Managing onboarding cohorts to meet key metrics within established timeframes
- Collaborating with Sales for transparency across the customer portfolio
- Serving as a product expert, understanding setup requirements for each solution to drive customer outcomes
The role is based in Melbourne at the Queen & Collins building, which offers end-of-trip facilities, bike storage, and lockers. Podium offers career development opportunities, a unique product with real impact on local businesses, an attractive base salary plus superannuation and commissions, a $650 monthly Benefits & Wellbeing allowance, and free snacks and drinks.
Requirements:
- 1–3 years of customer experience (CX) or customer success (CS) experience with a track record of managing a customer portfolio and focusing on retention
- Deep understanding of the marketing technology industry and its key players
- Account management experience including identifying at-risk customers, driving product adoption and usage, and activating existing clients
- Ability to thrive in a constantly changing and evolving work environment
- Outstanding presentation and communication skills
- Excellent problem-solving skills with a consultative approach to finding solutions
