AI Customer Success Manager - SMB

Overview

Podium is a technology company focused on AI-driven customer engagement solutions for small businesses. We provide AI Employees that turn conversations into revenue and help businesses increase leads and repeat customers.

As an AI Customer Success Manager (SMB), you will own the success and health of a portfolio of Podium’s small business customers. Your focus will be on driving product adoption, ensuring customer satisfaction, reducing churn, and identifying opportunities for upsell and cross‑sell.

• Serve as the primary post‑sales point of contact for a variety of small business customers.
• Utilize product and industry knowledge to drive and increase adoption of Podium products.
• Help customers achieve maximum value and business objectives.
• Identify upselling and cross‑selling opportunities within existing accounts.
• Engage proactively with customers during the renewal process to secure renewals and drive retention.
• Conduct regular check‑ins to assess satisfaction, identify improvement opportunities, and offer solutions.
• Act as the primary point of contact for inquiries, issues, and escalations, ensuring a seamless experience.
• Advocate for customers internally, communicating feedback to product and engineering teams.

• 1+ years in a customer‑facing role (Customer Success, Account Management, Client Services) in SaaS or software.
• Knowledge of AI technologies (LLMs, Voice AI, automation platforms) and practical experience applying them.
• Strong communication and interpersonal skills with ability to build rapport at all levels.
• Excellent problem‑solving and analytical abilities.
• Technical aptitude for grasping complex software quickly.
• Empathetic, customer‑centric mindset committed to success.
• Results‑driven focus on meeting and exceeding satisfaction and retention goals.
• Collaborative team player with cross‑functional teamwork capability.

• A growth‑oriented approach to AI and its impact on business.
• Experience with customer success platforms and tools.
• Familiarity with CRM and support software.
• Knowledge of online reputation management and feedback processes.

• 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.
• 401(k) plan.
• Bi‑annual swag drops with Podium gear.
• Access to a stellar Utah HQ gym with professional coaches.
• On‑site Utah HQ childcare 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.