As a Customer Success Manager I (SMB), you will own the success and health for a segment of Podium’s small business customers. You will develop strategies that increase engagement and delight customers while mitigating churn. You’ll partner with your portfolio customers throughout their Podium journey by listening, understanding and collaborating to ensure they get the most out of Podium’s Interaction Management platform and deliver their business goals. You will ensure customer satisfaction, manage product adoption, handle renewals, and effectively accelerate value for our customers.

What you will be doing:

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
• Responsible for identifying opportunities for upselling and cross-selling within existing accounts
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
• Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

What you should have:

• 2-5 years  in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry.
• Available to work onsite at our Guatemala office (when we get an office - anticipated in March 2025)
• Fluent in written and spoken English.
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively.
• Technically adept and able to grasp complex software concepts quickly.
• Empathetic and customer-centric mindset, committed to driving customer success
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals.
• Collaborative team player with the ability to work cross-functionally to achieve common objectives.

What we hope you have:

• Experience with customer success platforms and tools.
• Familiarity with CRM and customer support software.
• Knowledge of online reputation management and customer feedback processes.

Compensation:

• The pay rate for this position is: $18,000 base + 10% variable ($19,800 OTE).

Benefits

• $150/month stipend towards health insurance