Customer Success Manager I

hace 4 semanas

Perímetro Urbano Medellín, Colombia Podium81 A tiempo completo

At Podium, we're on a mission to empower local businesses with a comprehensive platform and AI-driven tools that convert leads into paying customers. Our platform is used by millions of workers daily, helping them generate more leads and revenue.

Our work has been recognized by industry leaders, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.

We're committed to fostering a culture that thrives on exceptional talent and operating principles that guide our daily behavior and decision-making. If you resonate with our principles and are passionate about our mission, Podium might be the perfect fit for you.

As a Customer Success Manager I (SMB), you'll be responsible for the success and health of a segment of Podium's small business customers. You'll develop strategies to increase engagement, delight customers, and mitigate churn. You'll partner with your portfolio customers throughout their Podium journey, listening, understanding, and collaborating to ensure they get the most out of our Interaction Management platform and achieve their business goals.

Key Responsibilities:

  • Serve as the primary post-sales point of contact for small business customers.
  • Utilize in-depth product and industry knowledge to drive adoption and utilization of Podium products.
  • Identify 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.

Requirements:

  • 2+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry.
  • Fluent in written and spoken English.
  • 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.

Preferred Qualifications:

  • Experience with customer success platforms and tools.
  • Familiarity with CRM and customer support software.
  • Knowledge of online reputation management and customer feedback processes.

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