AI Enterprise Customer Success Manager

You will be the primary post-sales point of contact for a portfolio of enterprise business customers, acting as their go-to person at Podium for inquiries, issues, and escalations. You'll use your product and industry knowledge to drive adoption of Podium's platform, oversee multiple simultaneous projects across departments, and help your clients set and achieve performance goals. You'll analyze performance, troubleshoot challenges, and design creative solutions, while managing the lifecycle of a high-intensity project pipeline. You'll proactively anticipate customer needs, maintain account documentation, report on value delivered through regular syncs and reviews, and drive renewals and retention. You'll travel 15-20% of the time to support your customers.

Responsibilities

• Serve as the primary post-sales point of contact for enterprise business customers
• Drive and increase adoption and utilization of Podium products
• Oversee multiple simultaneous projects across departments
• Help clients set performance goals and analyze performance
• Troubleshoot client challenges and design creative solutions
• Manage the lifecycle of a customer portfolio and project pipeline
• Proactively anticipate and address potential customer challenges
• Communicate with customers via email and direct channels as needed
• Maintain documentation and SOPs for customer account details
• Report on the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs
• Proactively engage with customers during the renewal process to secure renewals
• Track cases, bugs, and ongoing projects
• Relay product feedback cross-functionally
• Travel 15% to 20% of the time

Requirements

• 3+ years of Enterprise Customer Success experience
• Experience in Automotive, Home Services, or a similar industry
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them
• Understanding of AI capabilities and trends with experience integrating AI-driven solutions into daily work
• 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
• Strong skills in being a thought leader for the team and company
• Proven success in helping clients make better decisions
• Success in decreasing churn and increasing revenue
• Experience working in professional services, managed services, or a SaaS company
• Ability to quickly understand a client's business and see the big picture

Benefits

• 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
• Onsite HQ gym with local professional coaches and classes
• Onsite HQ child care center, subsidized for employees