Jobs at Podium

Manage support operations across Melbourne, the Philippines, and Pakistan. Lead distributed Product Support Specialists, oversee ticket triage, escalations, handovers, SLAs, and resolution workflows, and partner with Product and Engineering. Own team performance metrics, staffing, coaching, recruitment, training, documentation, and customer communications. Build scalable support processes, monitor workflow health, improve accountability, and use data to forecast capacity and report to leadership.

Manage onboarding and ongoing success for SMB customers, including training, product activation, portfolio management, retention-risk mitigation, and relationship development. Collaborate with Sales and other cross-functional teams, manage onboarding cohorts, serve as a product expert, identify customer needs, and provide consultative solutions that improve adoption, usage, and retention.

Lead and develop a team of SMB Customer Success Managers overseeing retention, adoption, onboarding, renewals, and expansion. Build scalable playbooks and processes for high-volume customer portfolios, monitor health and churn risks, manage escalations, forecast performance, and partner with Sales, Product, Marketing, and Support to improve customer outcomes.

Leads and develops an Australia-based SDR team, owning outbound strategy, pipeline creation, forecasting, and revenue performance. Manages KPIs, coaching cadences, onboarding, ramp plans, career progression, and sales training. Partners with Marketing, CX, Partnerships, and RevOps to improve go-to-market execution, reporting, systems, and forecasting. The role focuses on high-volume outbound sales to SMB and vertical-specific markets.

The SDR will prospect retail businesses to generate leads, conduct high-volume outbound outreach, educate prospects about Podium, and collaborate with Account Executives for demos and pipeline management.

The Business Development Manager will close new business through relationship-based selling, meet quotas, and effectively manage objections while collaborating with the account team.