Customer Success Manager
Core
Own the health, retention, and growth of a portfolio of 100+ small business customers (SMBs) in Auto, Home Services, and Aesthetics, driving product adoption and revenue expansion.
Role type
Senior Customer Success Manager (SMB)
Builds
Podium's Interaction Management platform for local businesses
Domain
SaaS / AI Agents / Local Business Services
Deliverable
production ML models
Required skills
Customer retention, revenue expansion, churn mitigation, CRM management, data analysis, cross-functional collaboration, commercial negotiation
Preferred skills
SaaS experience, Salesforce proficiency, small business client experience, fast-paced environment adaptability
Responsibilities
Manage a high-volume portfolio of 100+ clients, own renewals and retention performance, identify upsell opportunities, monitor customer health metrics, educate customers on best practices, collaborate with Sales/Product/Marketing, maintain CRM documentation
Seniority
Mid-Senior, hands-on IC