[Hiring] Strategic Customer Success Manager @Podium

Role Description

As a Strategic Customer Success Manager over our Enterprise OEM segment, you will be responsible for supporting relationships with some of Podium’s highest-valued clients. You will help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Podium’s interaction platform. You will also aid in retaining and increasing the revenue from your customer portfolio.

• Serve as the primary post-sales point of contact for Automotive Enterprise business customers.
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of Podium products.
• Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
• Help clients set performance goals and obsess over their success.
• Analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.
• Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects.
• Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Maintain documentation/SOPs for customer account details with assistance from the Account Executive.
• Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Track cases, bugs, and ongoing projects.
• Work cross-functionally to relay product feedback.
• Your metrics will be focused on growth and retention.
• You will travel 15% to 20% of the time.

Qualifications

• 3+ years of Enterprise Customer Success experience.
• Experience in the Automotive industry.
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
• Understanding of AI capabilities and trends, with experience integrating AI-driven solutions into daily work or team processes.
• Ability to identify and highlight customer ROI and business value.
• Strong ability to think at scale while balancing customer experience outcomes.
• Excellence in achieving net retention goals and contributing significantly to the other team's revenue and engagement metrics.
• Strong skills in being a thought leader for the team and company.
• Proven success in helping clients make better decisions.
• Success in effectively decreasing churn, increasing revenue, and wowing your customers.
• Experience working in professional services, managed services, or a SaaS company.
• Ability to think like an owner.
• Confidence in confronting daily changes and obstacles.
• Focused on being solution-oriented with creative and efficient options.
• Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.

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.
• Bi-annual swag drops with cool Podium gear and apparel.