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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.
As Strategic Customer Success Manager for the Enterprise OEM segment, you will be the primary post-sales point of contact for Podium's highest-valued automotive enterprise clients. You will serve as the quarterback for customer inquiries, issues, and escalations, ensuring satisfaction, driving product adoption, and demonstrating ROI.
Key responsibilities include:
- Serve as primary post-sales contact for Enterprise automotive customers
- Drive adoption and utilization of Podium products using deep product and industry knowledge
- Oversee cross-departmental projects to help customers achieve their goals
- Analyze performance, troubleshoot challenges, and design creative solutions
- Manage a portfolio of high-intensity customer projects with focus on working smarter and increasing effectiveness
- Proactively anticipate and address potential challenges
- Maintain customer account documentation and SOPs
- Report customer value through weekly syncs, monthly check-ins, and quarterly executive business reviews
- Engage proactively during renewal cycles to secure renewals and drive retention
- Track cases, bugs, and ongoing projects
- Relay product feedback cross-functionally
- Travel 15-20% of the time
- Metrics focused on growth and retention
Requirements:
- 3+ years of Enterprise Customer Success experience
- Experience in the Automotive industry
- Working knowledge of AI technologies (LLMs, Voice AI, automation platforms) with hands-on real-world application experience
- Understanding of AI capabilities and trends, with experience integrating AI-driven solutions
- Ability to identify and highlight customer ROI and business value
- Strong ability to think at scale while balancing customer experience outcomes
- Proven success achieving net retention goals and contributing to revenue and engagement metrics
- Thought leadership capabilities for team and company
- Proven success helping clients make better decisions
- Track record of decreasing churn, increasing revenue, and exceeding customer expectations
- Experience in professional services, managed services, or SaaS
- Owner mentality with ability to understand client business and see the big picture
- Confidence confronting daily changes and obstacles
- Solution-oriented with creative and efficient approach
- Self-motivated with ability to take initiative
