Senior SMB Customer Success Manager – AI Platform

Podium; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Health benefits

4 weeks annual leave

Melbourne CBD office with facilities

Snacks & drinks

Catered lunch

Bike storage and end-of-trip

Job summary

Podium is hiring a Manager, Customer Success (SMB) in Melbourne to lead a team owning 150+ SMBs. You’ll coach CSMs to onboard, drive product adoption and maximize value from onboarding to renewal.

You’ll balance people leadership with operational excellence, owning metrics on retention, adoption and expansion while partnering with Sales, Product, Marketing and Support to deliver an exceptional customer experience.

Qualifications

• 4+ years’ experience in Customer Success, Account Management or Customer Experience in SaaS/tech.
• Includes 1+ years leading or mentoring a team.
• Experience managing a high-volume book with retention, adoption and engagement.
• Proven ability to coach and develop people for high performance.
• Strong commercial awareness; forecast renewals and churn risks.
• Customer-first mindset; build trust and influence across accounts.
• Excellent communication and presentation; engage stakeholders.
• Highly organized; manage competing priorities across a large portfolio.
• Proactive, data-driven, solutions-focused; thrive in fast-moving env.
• CRM platforms such as Salesforce, HubSpot, Gainsight are valued.

Responsibilities

• Lead, coach and develop SMB CS Managers; foster a high-performance culture.
• Own team performance against revenue retention, product adoption and health.
• Run 1:1s, reviews and goal setting; support growth.
• Monitor portfolio health; guide save and success plans.
• Oversee onboarding; ensure milestones for long-term success.
• Design and scale playbooks and processes for high-volume portfolios.
• Escalate for at-risk customers; build relationships with stakeholders.
• Partner with Sales, Support, Product and Marketing for a seamless experience.
• Forecast renewals and expansion; report trends to leadership.
• Maintain accurate CRM records; use data to drive decisions.
• Recruit, onboard and train new team members; keep up with AI capabilities.

Skills

Customer Success

Account Management

Leadership

Forecasting

Churn Risk

CRM Tools

Tools

Salesforce

HubSpot

Gainsight

Job description

Podium is hiring a Manager, Customer Success (SMB) in Melbourne to lead a team owning 150+ SMBs. You’ll coach CSMs to onboard, drive product adoption and maximize value from onboarding to renewal.

You’ll balance people leadership with operational excellence, owning metrics on retention, adoption and expansion while partnering with Sales, Product, Marketing and Support to deliver an exceptional customer experience.