AI Customer Success Manager - SMB

Podium; Lehi (UT); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Life insurance

Disability coverage (short/long-term)

Paid maternity and paternity leave

Fertility benefits

Generous vacation time

Medical, dental, vision benefits

401k Plan

Job summary

Podium in Lehi, Utah is seeking a Customer Success Manager to serve as the primary post-sales contact for a variety of small business customers. You will drive adoption of podium products, identify upsell opportunities, and help customers achieve value and renewals.

Ideal candidates have 1+ years in a customer-facing role in SaaS, strong communication, and a customer-centric mindset. The role offers a path to growth in a fast-moving AI-powered product ecosystem.

Qualifications

• 1+ years in a customer-facing role such as Customer Success Manager, Account Manager, or Client Services Manager in SaaS.
• Hands-on experience with AI technologies (LLMs, Voice AI, automation) is a plus.
• Strong communication and interpersonal skills for building rapport with customers at all levels.
• Excellent problem-solving and analytical abilities to address customer challenges.
• Technical aptitude to grasp complex software concepts quickly.
• Empathetic, customer-centric mindset focused on driving customer success.
• Results-driven with a focus on satisfaction and retention goals.
• Collaborative team player able to work cross-functionally to achieve objectives.

Responsibilities

• Serve as the primary post-sales point of contact for a variety of small business customers.
• Utilize product and industry knowledge to increase adoption and utilization of Podium products.
• Help customers achieve maximum value from products and achieve business objectives.
• Identify opportunities for upselling and cross-selling within existing accounts.
• Engage with customers during renewals to secure renewals and drive retention.
• Understand each customer's objectives and industry challenges; conduct check-ins to assess satisfaction and offer optimizations.
• Address customer inquiries, issues, and escalations to ensure a seamless experience.
• Build strong relationships and act as a trusted advisor, conveying feedback to product/engineering teams.

Skills

Customer Success

SaaS

CRM knowledge

Communication

Problem solving

Technical aptitude

Empathy

Retention focus

Cross-functional collaboration

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.

What you will be doing:

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
• Help customers achieve maximum value from products and achieve business objectives
• Responsible for identifying opportunities for upselling and cross-selling within existing accounts
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
• Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

What you should have:

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively.
• Technically adept and able to grasp complex software concepts quickly
• Empathetic and customer-centric mindset, committed to driving customer success
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals.
• Collaborative team player with the ability to work cross-functionally to achieve common objectives.

What we hope you have:

• A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operate
• Experience with customer success platforms and tools.
• Familiarity with CRM and customer support software.
• Knowledge of online reputation management and customer feedback processes.

Why you’ll love working here:

• Podium is the best place to work to:
  • Join the leaders in AI agents
  • Unlock career-defining growth
  • Build with world-class talent
  • Make a real impact on local business
• Work in Lehi, UT, 5 days a week
• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.