Associate Manager, Customer Success (Home Services)

Socket.dev; Lehi (UT); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Open culture

Life & disability insurance

Parental leave

Fertility benefits

Generous vacation & long weekends

Medical, dental, vision benefits

401k plan

Podium swag & gear

HQ gym

Onsite child care center

Job summary

Podium is seeking an Associate Manager, Customer Success to lead a team focused on delivering exceptional customer outcomes. You will coach and develop Customer Success Managers, design scalable processes, and ensure alignment with sales and other functions to drive growth and retention.

You will mentor teams, build repeatable playbooks, and champion a customer-first approach across the org. This role offers hands-on leadership in a fast-paced environment and meaningful impact on SMB customers.

Qualifications

• Experience designing and deploying new processes or methods to improve team performance.
• Ability to speak with customers at all levels, including executives, managing escalations and growth opportunities.
• Demonstrated leadership across projects or professional experiences.
• Genuine curiosity about AI and its impact on customer outcomes.
• Experience driving value for customers at scale.
• Ability to communicate with radical candor and have timely conversations.
• Proven success in a customer-facing role.
• Passion for modernizing local business operations for SMBs.

Responsibilities

• Evangelize Podium's vision and values so the team embodies the Podium story.
• Own and drive team outcomes, ensure deliverables meet high standards and align with objectives.
• Coach team to align Podium solutions with customer needs and increase lifetime value.
• Hire, develop, and manage Customer Success Managers.
• Develop and test new processes to improve efficiency and performance.
• Assess project scope and planning, and manage customer escalations.
• Provide candid feedback and coach team members toward improvement.
• Collaborate with sales, customer success, and other orgs to maintain alignment.
• Manage performance, provide coaching, and help the organization uplevel.
• Perform other duties as assigned.

Skills

Leadership

Customer-facing

Communication

Process design

AI interest

Cross-functional

Education

Bachelor's degree

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 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.

We’re looking for someone to join our team as an Associate Manager, Customer Success. This is the right opportunity for you if you’re a results-oriented person who loves coaching, building processes, and has a passion for driving scale, quality, and providing an amazing customer experience. Podium’s Customer Success leaders develop genuine relationships with their team to help them master their role, understand customer needs, and hit metrics, as well as promote further development in their careers. We’re looking for a leader who has shown consistent success in a Customer Success capacity, works well cross-functionally, and has a knack for leading others.

What you will be doing:

• Evangelize the Podium story so well that your team lives and breathes the Podium vision and values
• Drive ownership and accountability for team outcomes, ensuring deliverables are completed on time, at a high standard, and aligned with business objectives
• Coach your team on aligning Podium’s solutions with our customers’ needs, driving increased lifetime value for each customer and across the entire customer base
• Hire, develop, and directly manage qualified Podium Customer Success Managers
• Develop and test new processes to improve team efficiency and performance
• Assess scoping and planning of client projects, and manage customer escalations
• Understand your individual team members’ strengths and areas for improvement, provide radically candid feedback, and provide coaching towards improvement
• Work with cross-functional stakeholders, making sure there is alignment between sales, customer success, and other organizations
• Manage performance, providing feedback, coaching, and helping us to continuously uplevel the organization
• Perform other duties as assigned

What you should have:

• Experience designing and deploying new processes, systems, and/or methods to improve team performance; then, driving adoption of those among individual contributors
• Ability to confidently and effectively speak with customers of all levels (including CEO’s, Owners & VPs), managing everything from escalations to complex growth opportunities
• Demonstrated leadership ability across projects or other professional experiences
• A genuine curiosity about AI and how it can improve customer outcomes
• Experience driving increased value for customers, and in finding ways to do that at scale
• Ability to communicate with radical candor and have difficult, timely conversations
• Demonstrated experience and success in a customer-facing role
• Passion for modernizing the way business happens locally and empowering SMBs
• Excellent written and verbal communication skills
• Highly organized and strong time management skills
• Ability to work in a fast-paced, changing environment with minimal direction
• Self-driven, motivated, and results-oriented

What we hope you have:

• 4+ years in a post-sales (e.g., Customer Success, Onboarding) role
• 2+ years of experience managing direct reports
• Proven ability to develop teams while hitting targets (e.g., implementation)
• Experience in the HVAC / Home Services space
• Project management experience including completing data migrations between systems of record
• Bachelor’s degree preferred

BENEFITS

• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid parental 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.