Senior Manager, Customer Success

1 month ago

Lehi, United States Podium Full time

The Role

As the Senior Manager of Customer Success for Small and Medium Businesses (SMB) at Podium, you will play a critical role in leading a high-performing team dedicated to driving customer engagement, success, and growth. Reporting to the Director of Customer Success, SMB, this position requires a strategic leader who can both manage and inspire the team, while focusing on the success of our SMB customers. You will be responsible for reducing churn, ensuring customer satisfaction, promoting product adoption, and increasing revenue through customer expansion. This is an ideal role for a hands-on leader who thrives in a fast-paced, high-growth environment and is passionate about creating exceptional customer experiences.

What you will be doing:

* Team Leadership & Development: Lead and mentor a team of SMB Customer Success Managers (CSMs), helping them achieve personal and team goals. Focus on team development through coaching, feedback, and fostering an environment of continuous learning and improvement.
* Recruiting & Onboarding: Actively participate in the recruiting process to hire top talent for the Customer Success team. Assist in the full-cycle hiring process, from interviewing to onboarding new team members. Ensure new hires are effectively trained on Podium's products, services, and customer success processes to ensure a smooth transition and success in their role.
* Customer Success Strategy: Develop and execute a customer success strategy that drives retention, customer satisfaction, product adoption, and expansion. Ensure alignment with broader company objectives and ensure your team is equipped to execute successfully.
* Customer Engagement & Retention: Assist team members with key customer accounts, building relationships and working proactively to ensure customers achieve their goals.
* Collaboration with Sales and Product Teams: Work closely with the Sales team to ensure smooth transitions from onboarding to ongoing success. Partner with Product teams to share customer feedback and insights, helping shape the product roadmap based on customer needs.
* Growth & Expansion: Develop strategies for driving account growth, focusing on expansion through cross-sell and up-sell opportunities. Collaborate with customers to identify new ways to use Podium's products, ensuring they realize the full value of the platform.
* Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success, ensuring measurable progress toward objectives. Regularly report on customer health, satisfaction, renewals, and churn to senior leadership.
* Process Improvement: Continuously assess and refine customer success processes to ensure efficiency and effectiveness. Identify opportunities for automation and scalability as the team grows and the company expands.

Qualifications:

* Experience: 5-7 years of experience in Customer Success or Account Management, with at least 2-3 years in a leadership or managerial capacity, preferably within a high-growth SaaS or technology company focused on SMB customers.
* Customer Success Expertise: Strong understanding of SMB customer needs, including driving retention, product adoption, and expansion strategies. Experience with increasing renewal rates, reducing churn, and improving net dollar retention.
* Leadership Skills: Proven ability to lead, motivate, and develop a high-performing team. A player-coach mentality with hands-on experience in both managing people and working directly with customers.
* Strategic Thinking: Strong ability to develop and execute customer success strategies. Ability to think creatively and solve complex problems in a fast-moving environment.
* Communication Skills: Excellent verbal, written, and visual communication skills. Comfortable presenting to senior leadership and building relationships with customers and cross-functional teams.
* Operational Expertise: Experience with defining and managing key success metrics, developing processes, and reporting on performance. Familiar with CRM and customer success tools to track and manage customer health.
* Education: Bachelor's degree or equivalent experience.

Benefits

* 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 with competitive company matching
* 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

  • Customer Success Manager

    2 weeks ago

    Lehi, United States SponsorCX Full time

    Why Work at SponsorCX?We are an innovation engine with a proprietary platform that is changing the industry.We are customer-centric and center everything around the needs of our customers.The platform is used by some of the most notable brands and teams in the country.We've raised multiple rounds of funding, and are well-financed for future growth.Our...

  • Customer Success Manager

    2 months ago

    Lehi, United States FORETHOUGHT.net Full time

    Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by...

  • Customer Success Manager Lead

    1 week ago

    Lehi, Utah, United States JobNimbus Full time

    Job Title: Customer Success Manager LeadAbout the JobWe are seeking a seasoned customer success manager lead to join our dedicated account management team at JobNimbus. In this critical role, you will be responsible for managing, mentoring, and inspiring a team of account managers to achieve individual and team performance goals.The ideal candidate will have...

  • Customer Success Strategy Leader

    8 hours ago

    Lehi, Utah, United States Solo Full time

    About SoloSolo is a leading provider of solar-powered software solutions that empower installers and sales teams to achieve unparalleled success. Our innovative solutions are revolutionizing the way solar energy is sold, bought, and embraced worldwide.Job SummaryWe're seeking a highly motivated Strategic Customer Success Manager to join our team. As a key...

  • Enterprise Customer Success Strategist

    4 weeks ago

    Lehi, Utah, United States Solo Full time

    We are seeking a highly skilled Enterprise Customer Success Manager to join our team at Solo.The successful candidate will be responsible for driving customer satisfaction, retention, and expansion by developing strategic relationships with key stakeholders and operational staff.Key Responsibilities:Customer Relationship ManagementDevelop strong, strategic...

  • Customer Success Advocate

    6 days ago

    Lehi, Utah, United States Alter Full time

    About AlterWe're on a mission to democratize fitness science and empower people to live healthier lives.Our innovative approach integrates DNA insights, biometrics, and personalized fitness plans to help users Be Better, Move Better, Sleep Better, and Live Better.With a rapidly growing team, we're redefining the future of health and wellness.Why Choose...

  • Senior Financial Operations Manager

    4 weeks ago

    Lehi, Utah, United States Zeni Full time

    Unlock Your Potential as a Senior Financial Operations ManagerZeni is revolutionizing the financial operations space with its cutting-edge platform. As a key member of our team, you'll play a pivotal role in ensuring the success of our customers.Job OverviewWe're seeking an exceptional Senior Financial Operations Manager to join our ranks. This is a unique...

  • Senior Customer Support Representative

    2 weeks ago

    Lehi, United States Sharetown Full time

    SENIOR CUSTOMER SUPPORT REPRESENTATIVE Position Overview: With Sharetown you will directly see the impact you make using your customer support skills.You will build relationships with and actively support a group of independent contractors (referred to as Sharetown Representatives or "Reps") by following a proven method to help Reps be successful in their...

  • Senior Customer Support Representative

    2 weeks ago

    Lehi, United States Sharetown Full time

    SENIOR CUSTOMER SUPPORT REPRESENTATIVE Position Overview: With Sharetown you will directly see the impact you make using your customer support skills.You will build relationships with and actively support a group of independent contractors (referred to as Sharetown Representatives or "Reps") by following a proven method to help Reps be successful in their...

  • Senior Kitchen Preparation Specialist

    10 hours ago

    Lehi, Utah, United States COVINGTON SENIOR LIVING - LEHI Full time

    Job SummaryWe are seeking a skilled Senior Kitchen Preparation Specialist to join our team at Covington Senior Living - Lehi. In this role, you will be responsible for ensuring the highest standards of food quality and safety in our kitchen.Key ResponsibilitiesMaintaining Food Safety and SanitationThe Senior Kitchen Preparation Specialist will be responsible...

  • Senior Caregiver

    11 hours ago

    Lehi, Utah, United States COVINGTON SENIOR LIVING - LEHI Full time

    Company Overview">Covington Senior Living - Lehi is a reputable provider of senior care services, committed to delivering exceptional support and comfort to our residents. Our team of dedicated professionals is passionate about making a positive impact in the lives of seniors, and we are seeking like-minded individuals to join our team.">Salary">We offer a...

  • Senior Customer Experience Leadership Position

    4 weeks ago

    Lehi, Utah, United States Serenity Healthcare, LLC Full time

    About Serenity Healthcare, LLCSerenity is a leader in healthcare technology, leveraging cutting-edge medical devices to provide patients with long-term success. Grounded in evidence-based research and supported by proven results, we are committed to helping individuals reclaim their lives through a groundbreaking technological approach to healthcare.Job...

  • Chief Customer Retention Officer

    4 weeks ago

    Lehi, Utah, United States Podium Full time

    Job OverviewThis role plays a pivotal part in leading our team to drive customer engagement, success, and growth. As the Senior Manager of Customer Success for Small and Medium Businesses (SMB), you will report to the Director of Customer Success, SMB.

  • Customer Success Associate

    2 days ago

    Lehi, Utah, United States MetalMart Full time

    Grow Your Career with UsPalmer's Metalmart is a growing steel retail and service center serving contractors, businesses, and end-users. We offer a dynamic work environment and opportunities for professional growth.Salary and Benefits: $19.00/hour base wage + guaranteed commission. Enjoy a competitive salary, comprehensive benefits, and a chance to earn a...

  • Senior Industrial Water Manager

    5 days ago

    Lehi, Utah, United States AM Technical Solutions Full time

    About the Role:We are looking for a highly skilled Senior Industrial Water Manager to join our team at AM Technical Solutions. As a key member of our industrial water management group, you will be responsible for developing and implementing strategies to optimize water resources and reduce environmental impact. This role involves collaborating with...

  • Senior Insurance Account Manager

    4 days ago

    Lehi, Utah, United States Nearmap Full time

    We are seeking a results-driven Senior Account Executive to join our Insurance vertical at Nearmap. As a key member of our team, you will be responsible for managing a named account territory to identify new logo opportunities and growth within an assigned book of existing customers.The ideal candidate will have a strong background in software sales, with a...

  • Senior Financial Operations Manager

    4 weeks ago

    Lehi, Utah, United States Mo' Bettahs Full time

    Job OverviewWe are seeking an experienced Senior Financial Operations Manager to join our team at Mo' Bettahs. As a key member of our leadership team, you will play a vital role in driving financial performance and ensuring the successful operation of our business.

  • Senior Accounting Manager

    1 day ago

    Lehi, Utah, United States Mo' Bettahs Full time

    Leadership Opportunity:We seek a seasoned financial leader to join our team as a Senior Accounting Manager. This role offers a dynamic environment where you will apply your expertise to drive business growth and success.About the Role:Develop and implement comprehensive budgeting strategies to achieve business objectives.Partner with cross-functional teams...

  • Senior Care Assistant

    4 weeks ago

    Lehi, Utah, United States COVINGTON SENIOR LIVING - LEHI Full time

    We are seeking a compassionate and detail-oriented Senior Care Assistant to join our team at Covington Senior Living in Lehi, UT. As a Senior Care Assistant, you will play a vital role in ensuring the well-being and quality of life for our residents.About the RoleThis is a full-time position that requires a high level of physical fitness and ability to work...

  • Senior Infrastructure Manager

    4 days ago

    Lehi, Utah, United States Jobot Full time

    Job DescriptionWe are looking for a Senior Infrastructure Manager to join our team at Jobot. As a key member of our construction team, you will be responsible for overseeing the planning, execution, and delivery of infrastructure projects.Key ResponsibilitiesManage project schedules, budgets, and resources to ensure successful project deliveryCoordinate with...