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Podium · 1 day ago

Customer Success Manager I - SMB

Lehi, UT

Full-time

Onsite

Entry Level

1+ years exp

Podium is a company focused on empowering local businesses with a comprehensive AI-driven platform. The Customer Success Manager I will be responsible for ensuring the success and satisfaction of small business customers, driving product adoption, and mitigating churn through strategic engagement and relationship building.

CollaborationConsumer ReviewsMessagingSaaSSoftware

Responsibilities

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

Help customers achieve maximum value from products and achieve business objectives

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

Qualification

Customer Success ManagementSaaS Industry ExperienceCRM Software FamiliarityCommunication SkillsProblem-Solving SkillsAnalytical AbilitiesEmpathyInterpersonal SkillsTeam Collaboration

Required

1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry

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