AI Customer Success Manager - SMB

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 an AI Customer Success Manager (SMB), you will own the success and health for a segment of Podium’s small business customers. You will develop strategies that increase engagement and delight customers while mitigating churn. You’ll partner with your portfolio customers throughout their Podium journey by listening, understanding and collaborating to ensure they get the most out of Podium’s Interaction Management platform and deliver their business goals. You will ensure customer satisfaction, manage product adoption, and effectively accelerate value for our customers.

What you will be doing:

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
• Help customers achieve maximum value from products and achieve business objectives
• Responsible for identifying 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. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
• Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.

What you should have:

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
• 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.
• Collaborative team player with the ability to work cross-functionally to achieve common objectives.

What we hope you have:

• A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operate
• Experience with customer success platforms and tools.
• Familiarity with CRM and customer support software.
• Knowledge of online reputation management and customer feedback processes.

Why you’ll love working here:

• Podium is the best place to work to:
  • Join the leaders in AI agents
  • Unlock career-defining growth
  • Build with world-class talent
  • Make a real impact on local business

Benefits

• Work in Lehi, UT, 5 days a week
• 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.