Customer Success Manager

Podium; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Base salary + super and commissions

Benefits & Wellbeing allowance $650/mo

Snacks and drinks provided

Office in Queen & Collins building

Job summary

Podium is hiring a Customer Success Manager - SMB to serve as the main contact for our SMB clients, guiding onboarding and ongoing success. You will collaborate with Sales, Product, Marketing, and Finance to address needs, reduce churn, and strengthen retention across a multi-location portfolio.

You will cultivate multi-stakeholder relationships, balance customer-centricity with multitasking, and drive value-based outcomes using Podium’s product suite.

Qualifications

• 1-3 years CX/CS experience with portfolio management and retention focus.
• Strong grasp of the marketing technology landscape and key players.
• Account management experience including at-risk customers, product adoption, and client activation.
• Thrives in a dynamic, evolving work environment.
• Excellent presentation and communication skills.
• Strong problem-solving, consultative approach to solutions.

Responsibilities

• Onboard multi-location clients, deliver training, and connect customers to Podium services.
• Maintain and grow a customer portfolio to maximise product usage and reduce churn risk.
• Build deep relationships to understand needs and offer value-based solutions.
• Manage onboarding cohorts and hit key metrics within set timeframes.
• Collaborate with Sales for transparent portfolio management.
• Act as a product expert for setup requirements and outcomes.

Skills

Customer success

Account management

Onboarding

Retention focus

Cross-functional collaboration

Presentations

Problem solving

Job description

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.

Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.

The Role:

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.

What you'll be doing:

• 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.

What You Should Have:

• 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.

What we bring:

• Real growth and transparent career development opportunities - we’re still young in Australia with plenty of room to grow.
• 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, which are always stocked up.
• You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers.

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment. All successful candidates will be required to undergo a national crime check and are required to maintain full working rights in Australia.