Mid-Market, Customer Success Manager (Home Services)

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

At Podium, we’re seeking a Mid-Market Customer Success Manager to work with our high-value customers in the Home Services vertical. Our mission at Podium is to make business and customer communications more effective, convenient, and streamlined with our products that leverage AI. The CSM team provides exceptional experiences for our customer base while increasing usage of the platform and driving down churn.  We’re looking for a versatile A-player who can meet with both C-suite and day-to-day contacts - speaking to the ROI of the platform while troubleshooting issues. Within this role, you’ll have ample opportunity for career advancement and cross-functional partnership.

What you will be doing:

• Serve as the primary post-sales point of contact for a variety of Mid-Market business customers. You’ll 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

What you should have:

• 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 CEO’s, 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

What we hope you have:

• Scored top 10% in your performance reviews for the past 3 years  


• 5+ years of customer success, onboarding, or account management experience


• 3+ years B2B software experience


• 4-year degree required  


• Consistent over-achievement in past and current positions

Benefits

• Work in Podium HQ 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.