Senior SMB Customer Success Leader

Podium; Melbourne; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Health & wellbeing allowance $650/月

4 weeks annual leave

Melbourne CBD office located on Queen&

Snacks and drinks

Job summary

Podium is seeking a Manager, Customer Success (SMB) in Melbourne to lead a high-performing team that owns 150+ small and medium businesses. You’ll coach and develop CSMs to deliver onboarding, drive product adoption and ensure customers extract full value from our AI-powered platform, from onboarding through renewal.

In this fast-paced role you’ll balance people management with operational excellence, owning performance against retention and expansion targets while collaborating with Sales,

Qualifications

• 4+ years’ experience in Customer Success or Account Management, with leadership経験.
• Experience managing a high-volume book of business and ownership of retention, adoption and engagement.
• Proven ability to coach and develop people and build high-performing teams.
• Strong commercial awareness with experience forecasting renewals and driving outcomes.
• Customer-first mindset with ability to influence stakeholders across multiple accounts.
• Excellent communication and presentation skills, in virtual and phone interactions.
• Highly organised with ability to manage priorities in a fast-moving environment.
• Proficiency with CRM and CS platforms such as Salesforce, HubSpot or Gainsight.

Responsibilities

• Lead, coach and develop a team of SMB Customer Success Managers, fostering a high-performance culture.
• Own team performance against metrics including revenue retention, product adoption and onboarding time-to-value.
• Conduct regular 1:1s, pipeline reviews and career growth conversations.
• Monitor portfolio health and guide saves and success plans for at-risk customers.
• Oversee onboarding cohorts and set milestones for long-term success.
• Design scalable playbooks and processes for high-volume portfolios including automated engagement.
• Escalate for high-priority customers and partner with Sales, Product and Marketing.
• Forecast renewals and expansion; report trends and insights to senior leadership.

Skills

Team leadership

Customer Success metrics

Forecasting

CRM platforms

Stakeholder management

Communication

Organisational skills

Tools

Salesforce

HubSpot

Gainsight

Job description

Podium is seeking a Manager, Customer Success (SMB) in Melbourne to lead a high-performing team that owns 150+ small and medium businesses. You’ll coach and develop CSMs to deliver onboarding, drive product adoption and ensure customers extract full value from our AI-powered platform, from onboarding through renewal.

In this fast-paced role you’ll balance people management with operational excellence, owning performance against retention and expansion targets while collaborating with Sales,