This is a Customer Success Manager-SMB role with Podium based in Melbourne, VIC, AU Podium Role Seniority - mid level, senior More about the Customer Success Manager-SMB role at Podium At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money. Our work and focus on helping local businesses thrive has 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. At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you! The role As a Customer Success Manager - SMB at Podium, you will be the main point of contact for our SMBp clients, orchestrating a seamless onboarding experience and driving their ongoing success. You’ll work closely with cross-functional partners, including Sales, Product, Marketing, and Finance, to address customer needs, proactively mitigate churn, and bolster overall retention. In this role, you will excel at cultivating multi-stakeholder relationships within your portfolio, balancing a deeply customer-centric approach with strong multitasking capabilities and keen attention to detail. Below is a refined version of the bullet points: Onboard multi-location, conduct training, and ensure the customers are completely connected to service offerings Strategically maintain and manage a portfolio of customers to maximize product usage and reduce retention risk Develop deep relationships within your portfolio to understand customer needs and offer value-based solutions using Podium’s range of products and services Manage onboarding cohorts, ensuring they meet key metrics within established timeframes Collaborate closely with the Sales team for complete transparency across the customer portfolio Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes What You Should Have: 1–3 years of CX/CS experience with a track record of managing a customer portfolio and focusing on retention. A deep understanding of the marketing technology industry and its key players. Account management experience that includes identifying at-risk customers, driving product adoption and usage, and activating existing clients. The ability to thrive in a constantly changing and evolving work environment. Outstanding presentation and communication skills. Excellent problem-solving skills, taking a consultative approach to find the best solutions. What we bring: Real growth and career development opportunities as available as we’re still young in Australia, with plenty of room to grow. A unique product that makes an actual impact on the local businesses you love and support. Attractive base super and commissions package - uncapped earnings. Equity/stock options for all employees - 'Be a Founder' and be rewarded as one at Podium. A generous $600 monthly ‘Benefits & Wellbeing’ allowance, spent how you please Free snacks and drinks, which are always stocked up. You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers, a cocktail bar, and a brand new Podium Australia HQ. Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment. All successful candidates will be required to undergo a national crime check and are required to maintain full working rights in Australia. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Podium team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Onboarding customers Managing customer portfolio Building relationships Key Strengths Customer experience (CX) Marketing technology knowledge ️ Communication skills Problem-solving skills Adaptability Account management experience Why Podium is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Podium not with Hatch.
