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Full-Time

Enterprise Customer Success Manager

Confirmed live in the last 24 hours

Podium

Podium

1,001-5,000 employees

Streamlines local business communications and payments

Consumer Software
Data & Analytics
Enterprise Software

Mid

Lehi, UT, USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Communications
Requirements
  • 3+ years of Customer Success experience, Enterprise experience a plus, but not required
  • 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 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. You will need to quickly understand a client's business and see the big picture while building things that last.
  • Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
  • Focused on being Solution-oriented with creative and efficient options.
  • Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.
Responsibilities
  • Partnering with a Strategic Account Manager 2+, you will help business owners identify, design, and implement the process changes that will make Podium a seamless part of their business.
  • Manage a book of Strategic Enterprise customers
  • Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
  • Help clients set performance goals and obsess over their success. You will help analyze performance, troubleshoot client challenges and design creative solutions to obstacles.
  • You will assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness and delight our clients.
  • Your metrics will be focused on growth and retention.
  • Email/direct customer communication expectations are determined by customer need. Both the AM and CSM should be CC’d to support as appropriate.
  • Maintaining documentation/SOPs for customer account details with assistance from the AM.
  • Assist on reporting value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
  • Tracking cases, bugs, and ongoing projects.
  • You will travel up to 5-10% annually.

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.

Company Stage

Series D

Total Funding

$425M

Headquarters

Lehi, Utah

Founded

2014

Growth & Insights
Headcount

6 month growth

7%

1 year growth

1%

2 year growth

-11%
Simplify Jobs

Simplify's Take

What believers are saying

  • The recent $201M Series D funding round provides Podium with substantial capital to fuel growth and innovation.
  • The appointment of Pauline Reader as CMO brings extensive marketing expertise from top companies like Stitch Fix, Minted, and eBay, which can drive brand and revenue growth.
  • Podium's partnerships, such as with Bradford White, demonstrate its potential to expand into various industries and enhance its market presence.

What critics are saying

  • The competitive landscape for communication and payment platforms is intense, with major players like Twilio posing significant threats.
  • The integration of new executive leadership, such as the new CMO, may lead to strategic shifts that could disrupt current operations.

What makes Podium unique

  • Podium's focus on enhancing customer communication through a powerful messaging platform sets it apart from traditional communication tools.
  • The partnership with Bradford White to offer contractors discounted access to Podium's suite of messaging tools highlights its niche market strategy.
  • Podium's ability to double online reviews and build customer relationships five times faster through text messaging is a significant competitive advantage.

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