Customer Success Manager for Small Business

4 weeks ago


Reston, Virginia, United States Podium Full time

At Podium, our mission is to empower local businesses with a comprehensive platform and AI-driven solutions that convert leads into paying customers. As a Customer Success Manager for Small Business, you will be responsible for ensuring the success and health of a segment of our small business customers. You will develop strategies to increase engagement, delight customers, and mitigate churn. You will partner with your portfolio customers throughout their Podium journey, listening, understanding, and collaborating to ensure they get the most out of our Interaction Management platform and achieve their business goals.

Key Responsibilities:

  • Serve as the primary point of contact for a variety of small business customers
  • Utilize in-depth product and industry knowledge to drive adoption and utilization of Podium products
  • Identify opportunities for upselling and cross-selling within existing accounts
  • Proactively engage with customers during the renewal process to secure renewals and drive customer retention
  • Develop a deep understanding of each customer's business objectives and industry challenges
  • Act as the primary point of contact for customer inquiries, issues, and escalations
  • Develop strong relationships with customers and become a trusted advisor

Requirements:

  • 2+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
  • Fluent in written and spoken English
  • Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels
  • Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
  • Technically adept and able to grasp complex software concepts quickly
  • Empathetic and customer-centric mindset, committed to driving customer success
  • Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals

What We Offer:

  • Growth Opportunities
  • The General Pension System
  • Public Health Insurance
  • Occupational Risk Insurance
  • Complimentary Social Services
  • 15 days of PTO, accruing at 1.25 days per month
  • 18 national holidays


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