SMB Customer Success Manager - Onboarding & Retention Pro

Podium81; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Base + commissions

Benefits & Wellbeing allowance

Snacks and drinks

End of trip facilities

Job summary

Podium is seeking a Customer Success Manager - SMB in Melbourne to be 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 boost retention.

You'll build multi-stakeholder relationships, manage onboarding cohorts, and drive value-based solutions using Podium's products. A 1–3 year CX/CS track record, strong communication and problem-solving skills are essential.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CX/CS experience

Account management

Communication skills

Problem solving

Job description

Podium is seeking a Customer Success Manager - SMB in Melbourne to be 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 boost retention.

You'll build multi-stakeholder relationships, manage onboarding cohorts, and drive value-based solutions using Podium's products. A 1–3 year CX/CS track record, strong communication and problem-solving skills are essential.