Teams 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.