{"id":2659275,"url":"https://alion.io/job/podium-manager-customer-success","title":"Manager, Customer Success","company":{"id":2697,"name":"Podium","domain":"podium.com","url":"https://alion.io/company/podium","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":60,"ghost_share":0.417,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":119000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1010},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"HubSpot","optional":false},{"name":"OpenAI","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-15T21:42:21Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-18T10:29:46Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.\nIn under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.\nPodium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.\nOur growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.\nAbout this opportunity:\nAs the Manager, Customer Success (SMB) at Podium, you’ll lead a team of Customer Success Managers who each own a high-volume portfolio of 150+ small and medium-sized businesses. You’ll coach and develop your team to deliver outstanding onboarding, drive product adoption, and ensure customers get the full value of our AI-powered platform from onboarding through to renewal.\nThis is a fast-paced, commercially focused leadership role where you’ll balance people management with operational excellence. You’ll own team performance against retention, adoption and expansion targets, build scalable processes that work across a large book of business, and partner closely with Sales, Product, Marketing and Support to deliver an exceptional customer experience.\nIf you’re someone who enjoys building and developing high-performing teams, thrives in a high-growth environment, and loves helping customers succeed with innovative technology, we’d love to hear from you.\nWhat you will be doing:\nLead, coach and develop a team of SMB Customer Success Managers, fostering a high-performance culture built on accountability, curiosity and customer-first thinking.\nOwn team performance against key metrics including gross and net revenue retention, product adoption, customer health and onboarding time-to-value.\nRun regular 1:1s, pipeline and portfolio reviews, and performance conversations, setting clear goals and supporting each CSM’s growth and career progression.\nMonitor portfolio health across the team, identifying retention risks early and guiding CSMs in building and executing effective save and success plans.\nOversee the onboarding experience, ensuring cohorts and customer milestones are delivered within target timeframes and set customers up for long-term success.\nDesign, refine and scale playbooks, segmentation and processes that let the team manage a high-volume portfolio effectively, including tech-touch and automated engagement.\nAct as an escalation point for at-risk or high-priority customers, building strong relationships with key stakeholders where needed.\nPartner closely with Sales, Support, Product and Marketing to deliver a seamless customer experience, and advocate for customer needs and feedback.\nForecast renewals and expansion, and report on team performance, trends and insights to senior leadership.\nEnsure accurate customer records, health scores and account activity are maintained within the CRM, and use data to drive decisions.\nRecruit, onboard and train new team members, and keep the team up to date on best practices, new features and AI capabilities.\nWhat you should have:\n4+ years’ experience in Customer Success, Account Management or Customer Experience within a SaaS or technology business, including 1+ years leading or mentoring a team.\nExperience managing or overseeing a high-volume book of business with ownership of retention, product adoption and customer engagement.\nProven ability to coach and develop people, with a track record of building motivated, high-performing teams.\nStrong commercial awareness, with experience forecasting renewals, identifying churn risks and driving successful customer outcomes.\nA customer-first mindset with the ability to build trust and influence stakeholders, both internally and across multiple customer accounts.\nExcellent communication and presentation skills, with confidence engaging customers and senior stakeholders virtually and over the phone.\nHighly organised with the ability to manage competing priorities across a large portfolio and team.\nA proactive, data-driven, solutions-focused approach and the ability to thrive in a fast-moving, high-growth environment.\nExperience using CRM and Customer Success platforms such as Salesforce, HubSpot or Gainsight is highly regarded.\nWhy you’ll love working here:\nWe’re still young in Australia, there are endless career growth opportunities\nWork on the bleeding edge of AI \nBe a part of a high performing team\nBenefits\nOpen and transparent culture\nHealth and Wellbeing Benefits - $650/month allowance, spend it your way\n4 weeks of annual leave\nMelbourne CBD Office - Located on the corner of Queen & Collins St, with end-of-trip facilities and bike storage\nSnacks and drinks always stocked\nCatered lunch the last week of every month\nPodium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.","description_format":"text","description_chars":5783,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Marketing Automation","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-10-16T00:08:08Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":59,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/podium-manager-customer-success","json_url":"https://alion.io/job/podium-manager-customer-success.json","meta":{"generated_at":"2026-10-18T11:40:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17316,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2697},"rest":"https://alion.io/mcp/rest/get_company?id=2697"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpodium-manager-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpodium-manager-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpodium-manager-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/podium-manager-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpodium-manager-customer-success"}]}