At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.
In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.
Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.
Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.
The Role:
As a Customer Success Manager - SMB at Podium, you will be the main point of contact for our SMB 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.
What you'll be doing:
- Onboard multi-location, conduct training, and ensure the customers are completely connected to service offerings.
- Strategically maintain and manage a portfolio of customers to maximise 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 transparent career development opportunities - 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.
- A generous $650 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.
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.
Skills Required
- 1-3 years of CX/CS experience managing a customer portfolio with focus on retention
- Deep understanding of the marketing technology industry and its key players
- Account management experience including identifying at-risk customers, driving adoption, and activating clients
- Ability to thrive in a constantly changing and evolving work environment
- Outstanding presentation and communication skills
- Excellent problem-solving skills and consultative approach
- Maintain full working rights in Australia
- Successful candidates must undergo a national crime check
Podium Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Podium and has not been reviewed or approved by Podium.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, vision, and related options such as HSA/FSA, life/disability, and mental-health support. Feedback suggests this core package is a consistent strength.
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Leave & Time Off Breadth — Time off is described as flexible, with policies like flexible or unlimited PTO alongside paid holidays and sick leave. Feedback suggests this area is broadly viewed positively.
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Flexible Benefits — Flexible or remote work options are available depending on role, and on‑site perks such as free snacks or lunches are highlighted. Feedback suggests these options enhance day‑to‑day flexibility and convenience.
Podium Insights
What We Do
Podium is redefining the way customers interact with local businesses. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and teams along every customer touchpoint. With Podium, you can message your leads and customers, get reviews and feedback, and communicate easily with your team, all in one easy-to-use inbox. It powers the conversations that matter most to your business, putting you miles ahead of the competition.
