Strategic SMB CSM: Onboarding & Growth for AI Revenue

Phriendly Phishing Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Base salary + super + commissions

Benefits & Wellbeing allowance

Free snacks and drinks

End-of-trip facilities

Job summary

Podium is hiring a Customer Success Manager - SMB in Melbourne to be the main contact for our SMB clients, orchestrating onboarding and ongoing success. You will collaborate with Sales, Product, Marketing and Finance to address needs, mitigate churn, and drive retention while building multi-stakeholder relationships.

You will onboard multi-location customers, manage a portfolio to maximize product usage, and provide value-based solutions using Podium’s range of products.

Qualifications

• 1–3 years of CX/CS experience with a track record of managing a customer portfolio.
• A deep understanding of the marketing technology industry and its key players.
• Account management experience including identifying at-risk customers and driving product adoption.
• Ability to thrive in a changing and evolving work environment.
• Outstanding presentation and communication skills.
• Excellent problem-solving skills with 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

Retention focus

Account management

Communication skills

Presentation skills

Problem-solving

Job description

Podium is hiring a Customer Success Manager - SMB in Melbourne to be the main contact for our SMB clients, orchestrating onboarding and ongoing success. You will collaborate with Sales, Product, Marketing and Finance to address needs, mitigate churn, and drive retention while building multi-stakeholder relationships.

You will onboard multi-location customers, manage a portfolio to maximize product usage, and provide value-based solutions using Podium’s range of products.