Customer Success Manager
Podium
Customer Success Manager
Podium
Unified messaging and payments platform
At Podium, we build an AI Workforce that helps local businesses turn every conversation into revenue. More than 60,000 businesses across Auto, Home Services, and Aesthetics trust Podium to drive growth 24/7, from capturing new leads to re-engaging past customers.
Two and a half years ago, we made a deliberate shift from building software for local businesses to building AI Employees that work for them. Every local business struggles to answer every call, lead, and follow-up. Our AI Operating System and AI Workforce fill that gap. We’ve crossed $150M in AI ARR, deployed more than 20,000 AI Employees, and helped customers generate over $13B in revenue.
Inc. Magazine named Podium the Best AI Implementation, OpenAI highlighted us for building AI Agents that drive revenue, and G2 ranked us the #1 AI Agent for Business Operations.
Podium is AI-native in every sense. We build AI for our customers, we build AI tools for ourselves, and we use AI in every role across the company.
We hire exceptional people, hold them to high standards, and give them room to make an impact. We look for people who are all-in on AI and eager to stay on the cutting edge, both in what we build for customers and in how they operate day to day. If you’re hungry for growth, aligned with our operating principles, and ready to get to work, you won’t find a better place to accelerate your career.
As a Customer Success Manager (SMB), you will own the health, retention, and growth of a portfolio of small business customers. You will proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from Podium’s platform.
This is a high-volume, revenue-impacting role where you are directly responsible for renewals, churn mitigation, and account growth. You will act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals through Podium’s Interaction Management platform.
Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients).
Own customer renewals and be directly responsible for retention performance.
Identify and drive upsell opportunities within your portfolio.
Proactively monitor customer health, usage trends, and engagement metrics to mitigatechurn risk.
Educate customers on best practices to increase product adoption and ROI.
Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience.
Maintain accurate CRM documentation and forecasdct renewal and expansion opportunities.
3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or simlar Customer-Facing roles (SaaS preferred).
Strong commercial mindset with comfort dicusing different commercial terms.
Great job stability is required.
Excellent written and spoken English.
Strong communication skills with the ability to influence and build trust with small business owners.
Analytical mindset with the ability to interpret usage data and identify risk signals.
Ability to work onsite in our Guatemala City (Zone 10) office, Monday–Friday.
Experience in SaaS or technology environments.
Experience working for client porfolios.
Familiarity with CRM platforms (Salesforce) and customer success tools.
Experience working with small business customers.
High adaptability and comfort in fast-paced, performance-driven environments.
Onsite role – Zone 10, Guatemala City (Edificio Inter-americas).
Monday – Friday, regular business hours.
This role includes performance expectations.
Competitive salary – Starting at Q10,000 monthly.
Law Benefit, Health and Life Insurance, free parking. Equipment is provided
13 days of paid holidays.
Podium helps local businesses communicate with customers and grow their business by providing a multi-channel platform that combines reviews, text messaging, and payment processing into one inbox. How it works: businesses connect their channels (online reviews, texts, payments) to Podium, then use the inbox to respond to customers, manage leads, engage via text conversations, and process transactions. The product is offered on a subscription basis with tiered plans for different sizes of small and medium-sized businesses. Podium differentiates itself by focusing specifically on local SMBs across industries (retail, automotive, healthcare) and offering an integrated solution for reputation management, customer engagement, and payments in one place, instead of relying on separate tools. The company’s goal is to help local businesses compete effectively in a digital-first world by improving communication, streamlining operations, and enhancing online presence.
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