AI Mid-Market Customer Success Manager

At Podium, we’re seeking an AI Mid-Market Customer Success Manager to work with our high-value customers. Our mission at Podium is to make business and customer communications more effective, convenient, and streamlined with our products that leverage AI. The CSM team provides exceptional experiences for our customer base while increasing usage of the platform and driving down churn. We’re looking for a versatile A-player who can meet with both C-suite and day-to-day contacts - speaking to the ROI of the platform while troubleshooting issues. Within this role, you’ll have ample opportunity for career advancement and cross-functional partnership.

Responsibilities

Serve as the primary post-sales point of contact for a variety of Mid-Market business customers. You’ll be the quarterback for the customer at Podium for inquiries, issues, and escalations.; 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.; Develop strong relationships with customers and become a trusted advisor.; 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; Technically adept and able to grasp complex software concepts quickly

Nice to have

A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operate; Scored top 10% in your 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; 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