AI Customer Success Manager: SMB Growth Lead

Podium81; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Health and Wellbeing Benefits - $650/月

4 weeks annual leave

Melbourne CBD Office

Job summary

Podium in Melbourne is seeking a Manager, Customer Success (SMB) to lead a team of Customer Success Managers who own a high-volume portfolio of 150+ small and medium businesses. You’ll coach and develop your team to deliver outstanding onboarding, drive product adoption, and ensure customers get the full value of our AI-powered platform from onboarding through to renewal.

This is a fast-paced, commercially focused leadership role where you’ll balance people management with operational

Qualifications

• 4+ years’ experience in Customer Success, Account Management or Customer Experience within SaaS or tech, including 1+ year leading a team.
• Experience managing a high-volume book of business with retention, adoption and engagement ownership.
• Proven ability to coach, develop teams and drive performance.
• Strong commercial awareness with forecasting renewals and reducing churn.
• Customer-first mindset with excellent stakeholder management and communication.

Responsibilities

• Lead, coach and develop a SMB CS team handling 150+ accounts.
• Own metrics on retention, adoption and onboarding time-to-value.
• Conduct regular 1:1s, reviews and career development conversations.
• Monitor portfolio health, identify retention risks, and guide success plans.
• Oversee onboarding to ensure milestones are met for long-term success.
• Design scalable playbooks and processes for high-volume portfolios.
• Escalate issues for at-risk customers and maintain relationships with stakeholders.
• Collaborate with Sales, Product, Marketing and Support to ensure a seamless experience.
• Forecast renewals and expansions; report trends to senior leadership.
• Maintain accurate CRM records and leverage data for decision-making.
• Recruit and onboard new team members; train on new features and AI capabilities.

Skills

Customer Success

Leadership

Forecasting

Churn prevention

CRM proficiency

Tools

Salesforce

HubSpot

Gainsight

Job description

Podium in Melbourne is seeking a Manager, Customer Success (SMB) to lead a team of Customer Success Managers who own a high-volume portfolio of 150+ small and medium businesses. You’ll coach and develop your team to deliver outstanding onboarding, drive product adoption, and ensure customers get the full value of our AI-powered platform from onboarding through to renewal.

This is a fast-paced, commercially focused leadership role where you’ll balance people management with operational