Customer Success Manager - SMB

Podium Corp Inc; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Lifestyle allowance

Career progression

Coaching & development

CBD office

Snacks & drinks

Team events

Job summary

Podium is seeking a Customer Success Manager (SMB) to own a high-volume portfolio of 200+ SMB customers, guiding them to unlock value from Podium's AI-powered platform. You will onboard, drive product adoption, and partner with Sales, Product, Marketing and Support to deliver an exceptional customer experience.

You will manage health, reduce churn, and identify opportunities to expand usage across multiple accounts, reporting into a cross-functional team in a fast-growth environment in Melbourne.

Qualifications

• 2–3 years in Customer Success or account management.
• Experience with high-volume SMB portfolios.
• Strong communication and presentation skills.

Responsibilities

• Manage a portfolio of 150–200 SMB customers throughout lifecycle.
• Deliver onboarding and drive long-term success.
• Drive product adoption and educate customers on Podium's AI platform.
• Monitor health metrics and reduce churn with success plans.
• Collaborate with Sales, Product, Marketing, and Support.
• Maintain accurate CRM records and account activity.

Skills

Customer Success

Account Management

SaaS

Relationship Building

Tools

Salesforce

HubSpot

Gainsight

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.

About the role

As a Customer Success Manager (SMB) at Podium, you'll own a high-volume portfolio of 200+ small and medium-sized businesses, helping them unlock the full value of our AI-powered platform. We are growing and adding more great CSMs to our team for the end of this year and early 2027!

From onboarding through to renewal, you'll partner with customers to drive product adoption, maximise ROI, and ensure they achieve meaningful business outcomes. This is a fast-paced, commercially focused Customer Success role where you'll balance relationship management with operational excellence. You'll proactively identify opportunities to improve customer health, reduce churn, and grow product usage, while collaborating closely with Sales, Product, Marketing and Support to deliver an exceptional customer experience.

Key responsibilities

Manage a portfolio of 150+ to 200+ SMB customers, acting as their trusted advisor throughout the customer lifecycle.

Deliver a seamless onboarding experience, ensuring customers are successfully implemented and set up for long-term success.

Drive product adoption, engagement and utilisation by identifying opportunities to educate customers on Podium's AI platform and broader product suite.

Monitor customer health, proactively identifying retention risks and implementing success plans to reduce churn.

Build strong relationships with key customer stakeholders, understanding their business goals and aligning Podium's solutions to their needs.

Conduct onboarding sessions, product training and strategic business reviews to maximise customer outcomes.

Manage onboarding cohorts and customer milestones, ensuring implementation and success metrics are achieved within target timeframes.

Partner closely with Sales, Support, Product and Marketing to deliver a seamless customer experience and advocate for customer needs.

Maintain accurate customer records, health scores and account activity within the CRM.

Act as a product expert, confidently guiding customers through best practices, new features and AI capabilities.

About you

2-3 years' experience in Customer Success, Account Management or Customer Experience within an AI, SaaS or technology business.

Experience managing a high-volume portfolio of customers with ownership of retention, product adoption and customer engagement.

A customer-first mindset with the ability to build trust and influence stakeholders across multiple accounts.

Strong commercial awareness with experience identifying churn risks and driving successful customer outcomes.

Excellent communication and presentation skills, with confidence engaging customers both virtually and over the phone.

Highly organised with the ability to manage competing priorities across a large portfolio.

A proactive, solutions-focused approach and the ability to thrive in a fast-moving, high-growth environment.

Experience using CRM platforms such as Salesforce, HubSpot or Gainsight is highly regarded.

Competitive base salary + superannuation.

$650 monthly Lifestyle & Wellbeing Allowance to spend however you choose.

Clear career progression with transparent promotion pathways.

Ongoing coaching, training, and professional development.

Modern Queen & Collins CBD office with end-of-trip facilities and bike storage.

Fully stocked kitchen with complimentary snacks and drinks.

Regular team events, celebrations, and incentives.

An inclusive workplace where diverse backgrounds, experiences, and perspectives are valued.

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