AI Mid-Market Customer Success Manager

About the role

The AI Mid-Market Customer Success Manager at Podium is responsible for serving as the primary post-sales point of contact for high-value Mid-Market business customers. This role involves driving and increasing the adoption and utilization of Podium's products, proactively engaging with customers during the renewal process, and developing strong relationships to become a trusted advisor.

Responsibilities

• Serve as the primary post-sales point of contact for a variety of Mid-Market business customers.
• 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.
• Work cross-functionally to relay product feedback.

Requirements

• Experience and passion for increasing the value of the customer by increasing the breadth and/or depth of their usage of products.
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
• 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 CEO’s, 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.
• Tech-savvy and able to grasp complex software concepts quickly.

Qualifications

• A growth-oriented approach to AI, recognizing its fundamental impact on work and business operations.
• Scored top 10% in 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.

Benefits

• Work in Podium HQ in Lehi, UT 5 days a week.
• Open and transparent culture.
• Lifetime 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 Culture

Podium is the best place to work because:

• Join the leaders in AI agents.
• Unlock career-defining growth.
• Build with world-class talent.
• Make a real impact on local business.

Equal Opportunity Employer

Podium is an equal opportunity employer. We provide equal employment opportunities 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.