Enterprise Customer Success Manager at Podium

Lehi, Utah, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

3+ years of Enterprise Customer Success experience
Experience in Automotive, Home Services, or a similar industry
Understanding of AI capabilities and trends, with experience integrating AI-driven solutions into daily work or team processes
Ability to identify and highlight customer ROI and business value
Strong ability to think at scale while balancing customer experience outcomes
Excellence in achieving net retention goals and contributing significantly to the other team's revenue and engagement metrics
Strong skills in being a thought leader for the team and company
Proven success in helping clients make better decisions
Success in effectively decreasing churn, increasing revenue, and wowing your customers
Experience working in professional services, managed services, or a SaaS company
Ability to think like an owner, quickly understand a client's business, see the big picture, and build things that last
Confidence in confronting daily changes and obstacles

Responsibilities

Serve as the primary post-sales point of contact for a variety of Enterprise business customers, acting as the quarterback for inquiries, issues, and escalations
Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of Podium products
Oversee various projects occurring simultaneously across different departments to ensure customer portfolio progresses towards goals
Help clients set performance goals, obsess over their success, analyze performance, troubleshoot challenges, and design creative solutions to obstacles
Manage the lifecycle of customer portfolio as a pipeline of high-intensity projects, looking for new ways to work smarter, increase effectiveness, and delight clients
Proactively anticipate and address potential challenges to ensure a seamless customer experience
Maintain documentation/SOPs for customer account details with assistance from the Account Executive
Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed
Proactively engage with customers during the renewal process to secure renewals and drive customer retention
Track cases, bugs, and ongoing projects
Work cross-functionally to relay product feedback
Travel 15% to 20% of the time

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionClient Relationship ManagementPerformance AnalysisTroubleshootingProject ManagementRevenue RetentionSaaSEnterprise Sales

Questions & Answers

Common questions about this position

What is the salary or compensation for this Enterprise Customer Success Manager role?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What experience is required for this position?

You need 3+ years of experience, with the job description cutting off after '3+ years of En'.

What is the company culture like at Podium?

Podium fosters a culture that thrives on hiring and developing exceptional talent, guided by operating principles that ensure they hire people who will thrive there.

How much travel is required in this role?

The role requires travel 15% to 20% of the time.

Podium

Streamlines local business communications and payments

About Podium

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Lehi, UtahHeadquarters

2014Year Founded

$407.2MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Fintech, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Risks

Twilio's acquisition of Zipwhip may increase competition in business texting services.

Strategic shifts by new CMO Pauline Reader might not align with customer expectations.

Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

Differentiation

Podium offers a unique messaging platform tailored for local business interactions.

The platform integrates seamlessly with various communication channels for unified customer experiences.

Podium's tools enable businesses to gather online reviews and enhance customer relationships.

Upsides

Podium's partnership with Bradford White enhances its reach in the contractor market.

The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.

Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

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