Teams at Podium

Troubleshoot and resolve product issues, create and merge bug-fix pull requests using AI, manage escalations, document products and processes, and develop customer feedback loops. The role partners with Product, Engineering, Support, Customer Success, and Onboarding teams to improve workflows, resolve cases within service-level agreements, and represent the customer voice.

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.