01Overview
Note: The job is a remote job and is open to candidates in USA. Podium is a leading company in the AI space, focused on enhancing local businesses through AI Employees. The AI Customer Success Manager will be responsible for ensuring customer satisfaction, managing product adoption, and developing strategies to increase engagement and retention among small business customers.ResponsibilitiesServe as the primary post-sales point of contact for a variety of small business customersUtilize in-depth product and industry knowledge to drive and increase the adoption and utilization of podium productsHelp customers achieve maximum value from products and achieve business objectivesResponsible for identifying opportunities for upselling and cross-selling within existing accountsProactively engage with customers during the renewal process to secure renewals and drive customer retentionDevelop 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 usageAct as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experienceDevelop 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 improvementSkills1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industryWorking knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contextsStrong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levelsExcellent problem-solving and analytical abilities to understand and address customer challenges effectivelyTechnically adept and able to grasp complex software concepts quicklyEmpathetic and customer-centric mindset, committed to driving customer successResults-driven with a focus on meeting and exceeding customer satisfaction and retention goalsCollaborative team player with the ability to work cross-functionally to achieve common objectivesA growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operateExperience with customer success platforms and toolsFamiliarity with CRM and customer support softwareKnowledge of online reputation management and customer feedback processesBenefitsOpen and transparent cultureLife insurance, long and short-term disability coveragePaid maternity and paternity leaveFertility BenefitsGenerous vacation time, plus three 4-day summer holiday weekendsExcellent medical, dental, and vision benefits401k PlanBi-annual swag drops with cool Podium gear and apparelCompany OverviewPodium designs and develops an AI-powered lead generation and management platform that helps to interact and convert more leads. It was founded in 2014, and is headquartered in Lehi, Utah, USA, with a workforce of 1001-5000 employees. Its website is https://www.podium.com.
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