Customer Success Manager

As a Customer Success Manager - SMB at Podium, you will be the main point of contact for our SMB clients, orchestrating a seamless onboarding experience and driving their ongoing success. You’ll work closely with cross-functional partners, including Sales, Product, Marketing, and Finance, to address customer needs, proactively mitigate churn, and bolster overall retention. In this role, you will excel at cultivating multi-stakeholder relationships within your portfolio, balancing a deeply customer-centric approach with strong multitasking capabilities and keen attention to detail.

Responsibilities

Onboard multi-location, conduct training, and ensure the customers are completely connected to service offerings; Strategically maintain and manage a portfolio of customers to maximise product usage and reduce retention risk; Develop deep relationships within your portfolio to understand customer needs and offer value-based solutions using Podium's range of products and services; Manage onboarding cohorts, ensuring they meet key metrics within established timeframes; Collaborate closely with the Sales team for complete transparency across the customer portfolio; Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes

Requirements

1–3 years of CX/CS experience with a track record of managing a customer portfolio and focusing on retention; A deep understanding of the marketing technology industry and its key players; Account management experience that includes identifying at-risk customers, driving product adoption and usage, and activating existing clients; The ability to thrive in a constantly changing and evolving work environment; Outstanding presentation and communication skills; Excellent problem-solving skills, taking a consultative approach to find the best solutions; Successfully pass a national crime check; Maintain full working rights in Australia

Benefits

Real growth and transparent career development opportunities; A unique product that makes an actual impact on the local businesses you love and support; Attractive base + super and commissions package; A generous $650 monthly 'Benefits & Wellbeing' allowance, spent how you please; Free snacks and drinks; Access to end of trip facilities, bike storage and lockers at Queen & Collins building