AI Customer Success Manager - SMB

The role

You will own the success and health for a segment of small business customers. You will develop strategies to increase engagement, mitigate churn, and ensure customers get the most out of the Interaction Management platform.

What you will do

• Serve as the primary post-sales point of contact for small business customers
• Drive and increase adoption and utilization of podium products
• Help customers achieve maximum value and business objectives
• Identify opportunities for upselling and cross-selling within existing accounts
• Engage with customers during the renewal process to secure renewals and drive retention
• Conduct regular check-ins to assess satisfaction and optimize usage
• Act as the primary point of contact for customer inquiries, issues, and escalations
• Develop strong relationships to become a trusted advisor
• Act as a customer advocate by relaying feedback to product and engineering teams

Required qualifications

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts
• Strong communication and interpersonal skills
• Excellent problem-solving and analytical abilities
• Technically adept and able to grasp complex software concepts quickly
• Empathetic and customer-centric mindset
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals
• Collaborative team player

Nice to have

• Experience in the software or SaaS industry
• A growth-oriented approach to AI
• Experience with customer success platforms and tools
• Familiarity with CRM and customer support software
• Knowledge of online reputation management and customer feedback processes

Benefits

• Open and transparent culture
• Life insurance
• Long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time
• Three 4-day summer holiday weekends
• Medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with Podium gear and apparel
• HQ gym with local professional coaches and classes
• Onsite HQ child care center, subsidized for employees

About the company

Podium builds an AI Workforce that helps local businesses turn every conversation into revenue. They provide an AI Operating System and AI Workforce to help businesses capture leads and re-engage customers.