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Podium is an AI-powered 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.
As Manager, Customer Success (SMB), you will lead a team of Customer Success Managers, each managing a high-volume portfolio of 150+ small and medium-sized businesses. This is a commercially focused leadership role balancing people management with operational excellence.
Key responsibilities include:
- Leading, coaching and developing a team of SMB CSMs with focus on accountability, curiosity and customer-first thinking
- Owning team performance against gross/net revenue retention, product adoption, customer health and onboarding time-to-value metrics
- Conducting regular 1:1s, pipeline reviews and performance conversations to support CSM growth and career progression
- Monitoring portfolio health across the team, identifying retention risks early and guiding CSMs in building save and success plans
- Overseeing the onboarding experience to ensure customers reach milestones within target timeframes
- Designing, refining and scaling playbooks, segmentation and processes for high-volume portfolio management, including tech-touch and automated engagement
- Acting as escalation point for at-risk or high-priority customers
- Partnering with Sales, Support, Product and Marketing to deliver seamless customer experience and advocate for customer needs
- Forecasting renewals and expansion, reporting team performance and insights to senior leadership
- Ensuring accurate customer records, health scores and account activity in CRM
- Recruiting, onboarding and training new team members
Requirements:
- 4+ years' experience in Customer Success, Account Management or Customer Experience within SaaS or technology business, including 1+ years leading or mentoring a team
- Experience managing or overseeing high-volume book of business with ownership of retention, product adoption and customer engagement
- Proven ability to coach and develop people with track record of building motivated, high-performing teams
- Strong commercial awareness with experience forecasting renewals, identifying churn risks and driving successful customer outcomes
- Customer-first mindset with ability to build trust and influence stakeholders internally and across customer accounts
- Excellent communication and presentation skills, confidence engaging customers and senior stakeholders virtually and over phone
- Highly organized with ability to manage competing priorities across large portfolio and team
- Proactive, data-driven, solutions-focused approach and ability to thrive in fast-moving, high-growth environment
- Experience with CRM and Customer Success platforms such as Salesforce, HubSpot or Gainsight highly regarded
