Enterprise Customer Success Manager
3 weeks ago
Customer Success Role at Podium
At Podium, our mission is to empower local businesses with a comprehensive platform and outcome-driven AI employees that convert leads into paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them increase revenue. Our work and focus on helping local businesses thrive have 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.
Job Responsibilities
- Partner with a Strategic Account Manager to help business owners identify, design, and implement process changes that make Podium a seamless part of their business.
- Manage a book of Strategic Enterprise customers and oversee various projects occurring simultaneously across different departments to ensure customer portfolio progress.
- Help clients set performance goals and obsess over their success, analyzing performance, troubleshooting client challenges, and designing creative solutions to obstacles.
- Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects, and always look for new ways to work smarter, increase effectiveness, and delight clients.
- Your metrics will be focused on growth and retention, with email and direct customer communication expectations determined by customer need.
- Maintain documentation and SOPs for customer account details with assistance from the AM.
- Assist in reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
- Track cases, bugs, and ongoing projects.
- You will travel up to 5-10% annually.
Requirements
- 3+ years of Customer Success experience, with 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 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 customers.
- Experience working in professional services, managed services, or a SaaS company.
- Ability to think like an owner and quickly understand a client's business and see the big picture while building things that last.
- Confidence in confronting daily changes and obstacles 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.
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.
- 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.
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