AI Enterprise Customer Success Manager

About the role

Podium is an AI-powered platform that helps local businesses convert every conversation into revenue. We've grown rapidly, scaling 300% year-over-year and serving 60,000+ businesses in Auto, Home Services, and Aesthetics. Our mission is to build the most impactful AI employee ecosystem for local business.

Responsibilities

• Serve as the primary post-sales point of contact for high-value, strategic clients.
• Drive and increase adoption and utilization of Podium products through in-depth product and industry knowledge.
• Oversee various projects across different departments to ensure customer portfolio progress.
• Help clients set performance goals, analyze performance, troubleshoot challenges, and design solutions.
• Aid in managing the lifecycle of customer portfolio, focusing on growth and retention.
• Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Maintain documentation and SOPs for customer account details.
• Assist with reporting the value of Podium products in meetings and documents.
• Engage proactively with customers during the renewal process to secure renewals and drive retention.
• Track cases, bugs, and ongoing projects.
• Work cross-functionally to relay product feedback.

Requirements

• 3+ years of Enterprise Customer Success experience
• Experience in Automotive, Home Services, or a similar industry
• Working knowledge of AI technologies and hands-on experience applying them
• Understanding of AI capabilities and trends
• 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 to team 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 customers
• Experience working in professional services, managed services, or a SaaS company
• Ability to think like an owner and quickly understand a client's business
• Confidence in confronting daily changes and obstacles
• Focused on being solution-oriented with creative and efficient options

Qualifications

• Strong communication and interpersonal skills
• Ability to manage multiple priorities and deadlines
• Excellent problem-solving and analytical skills
• Self-motivated and proactive approach to work
• Ability to work independently and as part of a team

Skills

• Customer Success Management
• Enterprise Sales
• Product Knowledge
• Project Management
• Communication and Interpersonal Skills
• Problem Solving
• Leadership

Benefits

• Work in Podium HQ in Lehi, UT, 5 days a week
• Open and transparent culture
• Lifetime life insurance and long/short-term disability coverage
• Paid maternity and paternity leave
• Fertility benefits
• Generous vacation time and four 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401(k) 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

Pay

Competitive salary based on experience and qualifications.

Schedule

Flexible schedule to accommodate travel needs.