Customer Success Manager, Mid-Market

At Podium we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60000 businesses across Auto Home Services and Aesthetics Podium captures and converts leads 24/7 driving both new business and repeat customers.

In under 24 months we crossed $100M in AI Agent ARR scaling 300% year-over-year. During this time weve deployed 10000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine highlighted by OpenAI for building revenue-driving AI Agents and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people holding them to high standards and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If youre hungry for growth aligned to our operating principles and ready to get to work you wont find a better place to learn and accelerate your career.

At Podium were seeking an Mid-Market Customer Success Manager to work with our high value customers. Our mission at Podium is to make business and customer communications more effective convenient and streamlined with our products that leverage AI. The CSM team provides exceptional experiences for our customer base while increasing usage of the platform and driving down churn. Were looking for a versatile A-player who can meet with both C-suite and day-to-day contacts - speaking to the ROI of the platform while troubleshooting issues. Within this role youll have ample opportunity for career advancement and cross-functional partnership.

What you will be doing:

• Serve as the primary post-sales point of contact for a variety of Mid-Market business customers. Youll be the quarterback for the customer at Podium for inquiries issues and escalations.
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Regularly conduct check-ins to assess customer satisfaction identify opportunities for improvement and offer solutions to optimize their usage
• Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Develop strong relationships with customers and become a trusted advisor.
• Work cross-functionally to relay product feedback

What you should have:

• Experience and passion for increasing the value of the customer by increasing the breadth and / or depth of their usage of products
• Demonstrated ability to go above and beyond to maximize retention save %
• Demonstrated experience and success in a customer success or account management role
• Ability to confidently and effectively speak with customers of all levels (including CEOs Owners & VPs)
• Ability to provide strategic contributions through proven active involvement in shaping departmental strategies
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively.
• Technically adept and able to grasp complex software concepts quickly

What we hope you have:

• Scored top 10% in your performance reviews for the past 3 years
• 5 years customer success onboarding or account management experience
• 3 years B2B software experience
• 4-year degree required
• Consistent over-achievement in past and current positions

Why youll love working here:

• Podium is the best place to work to:
  • Join the leaders in AI agents
  • Unlock career-defining growth
  • Build with world-class talent
  • Make a real impact on local business

Benefits

• Work in Podium HQ in Lehi UT 5 days a week
• Open and transparent culture
• Life insurance long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time plus three 4-day summer holiday weekends
• Excellent medical dental and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender national origin sexual orientation gender identity or expression age disability genetic information marital status or veteran status.