Manager, Customer Success

The Role

As the Manager of Customer Success for Small and Medium Businesses (SMB) at Podium, you will play a critical role in leading a high-performing team dedicated to driving customer engagement, success, and growth. Reporting to the Director of Customer Success, SMB, this position requires a strategic leader who can both manage and inspire the team, while focusing on the success of our SMB customers. You will be responsible for reducing churn, ensuring customer satisfaction, promoting product adoption, and increasing revenue through customer expansion. This is an ideal role for a hands-on leader who thrives in a fast-paced, high-growth environment and is passionate about creating exceptional customer experiences.

What you will be doing:

• Team Leadership & Development: Lead and mentor a team of SMB Customer Success Managers (CSMs), helping them achieve personal and team goals. Focus on team development through coaching, feedback, and fostering an environment of continuous learning and improvement.
• Recruiting & Onboarding: Actively participate in the recruiting process to hire top talent for the Customer Success team. Assist in the full-cycle hiring process, from interviewing to onboarding new team members. Ensure new hires are effectively trained on Podium’s products, services, and customer success processes to ensure a smooth transition and success in their role.
• Customer Success Strategy: Develop and execute a customer success strategy that drives retention, customer satisfaction, product adoption, and expansion. Ensure alignment with broader company objectives and ensure your team is equipped to execute successfully.
• Customer Engagement & Retention: Assist team members with key customer accounts, building relationships and working proactively to ensure customers achieve their goals.
• Collaboration with Sales and Product Teams: Work closely with the Sales team to ensure smooth transitions from onboarding to ongoing success. Partner with Product teams to share customer feedback and insights, helping shape the product roadmap based on customer needs.
• Growth & Expansion: Develop strategies for driving account growth, focusing on expansion through cross-sell and up-sell opportunities. Collaborate with customers to identify new ways to use Podium’s products, ensuring they realize the full value of the platform.
• Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success, ensuring measurable progress toward objectives. Regularly report on customer health, satisfaction, renewals, and churn to senior leadership.
• Process Improvement: Continuously assess and refine customer success processes to ensure efficiency and effectiveness. Identify opportunities for automation and scalability as the team grows and the company expands.

Qualifications:

• Experience: 3-5 years of experience in Customer Success or Account Management, with at least 1-2 years in a leadership or managerial capacity, preferably within a high-growth SaaS or technology company focused on SMB customers.
• Customer Success Expertise: Strong understanding of SMB customer needs, including driving retention, product adoption, and expansion strategies. Experience with increasing renewal rates, reducing churn, and improving net dollar retention.
• Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team. A player-coach mentality with hands-on experience in both managing people and working directly with customers.
• Strategic Thinking: Strong ability to develop and execute customer success strategies. Ability to think creatively and solve complex problems in a fast-moving environment.
• Communication Skills: Excellent verbal, written, and visual communication skills. Comfortable presenting to senior leadership and building relationships with customers and cross-functional teams.
• Operational Expertise: Experience with defining and managing key success metrics, developing processes, and reporting on performance. Familiar with CRM and customer success tools to track and manage customer health.
• Education: Bachelor’s degree or equivalent experience.

Benefits

• 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 with competitive company matching
• 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