Regional Customer Success Manager - SMB (Automotive)

Podium is a company that provides AI solutions to local businesses, enhancing their revenue through effective customer interactions. As a Regional Customer Success Manager, you will be responsible for ensuring the success and satisfaction of small business customers by driving product adoption and addressing their needs.

Responsibilities:

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilize in-depth product and industry knowledge to drive and increase the adoption and utilization of podium products
• Help customers achieve maximum value from products and achieve business objectives
• Responsible for identifying 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:

• 1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts
• 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
• A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operate
• Experience with customer success platforms and tools
• Familiarity with CRM and customer support software
• Knowledge of online reputation management and customer feedback processes