Customer Success Manager, Mid-Market
Muck RackSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- Experience and passion for increasing the value of the customer by increasing the breadth and/or depth of their usage of products
- Demonstrated ability to go above and beyond to maximize retention save %
- Demonstrated experience and success in a customer success or account management role
- Ability to confidently and effectively speak with customers of all levels (including CEOs, Owners & VPs)
- Ability to provide strategic contributions through proven active involvement in shaping departmental strategies
- Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
- Technically adept and able to grasp complex software concepts quickly
- 4-year degree required
Responsibilities
- Serve as the primary post-sales point of contact for a variety of Mid-Market business customers. Be the quarterback for the customer at Podium for inquiries, issues, and escalations
- Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of Podium products
- Proactively engage with customers during the renewal process to secure renewals and drive customer retention
- Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
- Proactively anticipate and address potential challenges to ensure a seamless customer experience
- Develop strong relationships with customers and become a trusted advisor
- Work cross-functionally to relay product feedback
Skills
Customer Success
Account Management
Product Adoption
Churn Reduction
Renewal Management
ROI Analysis
Troubleshooting
C-Suite Communication
Cross-functional Collaboration
SaaS Platforms
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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