Customer Success Manager

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers. In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business. Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2. As a Customer Success Manager (SMB), you will own the health, retention, and growth of a portfolio of small business customers. You will proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from Podium’s platform. This is a high-volume, revenue-impacting role where you are directly responsible for renewals, churn mitigation, and account growth. You will act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals through Podium’s Interaction Management platform.

Responsibilities

Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients); Own customer renewals and be directly responsible for retention performance; Identify and drive upsell opportunities within your portfolio; Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk; Educate customers on best practices to increase product adoption and ROI; Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience; Maintain accurate CRM documentation and forecast renewal and expansion opportunities

Requirements

3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or similar Customer-Facing roles (SaaS preferred); Strong commercial mindset with comfort discussing different commercial terms; Great job stability is required; Excellent written and spoken English; Strong communication skills with the ability to influence and build trust with small business owners; Analytical mindset with the ability to interpret usage data and identify risk signals; Ability to work onsite in our Guatemala City (Zone 10) office, Monday–Friday

Nice to have

Experience in SaaS or technology environments; Experience working for client portfolios; Familiarity with CRM platforms (Salesforce) and customer success tools; Experience working with small business customers; High adaptability and comfort in fast-paced, performance-driven environments

Benefits

Competitive salary - Starting at Q10,000 monthly; Law Benefit; Health and Life Insurance; free parking; equipment provided; 13 days of paid holidays