Key responsibilities

• Manage a portfolio of 150+ SMB customers, acting as their trusted advisor throughout the customer lifecycle.
• Deliver a seamless onboarding experience, ensuring customers are successfully implemented and set up for long-term success.
• Drive product adoption, engagement and utilisation by identifying opportunities to educate customers on Podium's AI platform and broader product suite.
• Monitor customer health, proactively identifying retention risks and implementing success plans to reduce churn.
• Build strong relationships with key customer stakeholders, understanding their business goals and aligning Podium's solutions to their needs.
• Conduct onboarding sessions, product training and strategic business reviews to maximise customer outcomes.
• Manage onboarding cohorts and customer milestones, ensuring implementation and success metrics are achieved within target timeframes.
• Partner closely with Sales, Support, Product and Marketing to deliver a seamless customer experience and advocate for customer needs.
• Maintain accurate customer records, health scores and account activity within the CRM.
• Act as a product expert, confidently guiding customers through best practices, new features and AI capabilities.

About you

• 1-3 years' experience in Customer Success, Account Management or Customer Experience within a SaaS or technology business.
• Experience managing a high-volume portfolio of customers with ownership of retention, product adoption and customer engagement.
• A customer-first mindset with the ability to build trust and influence stakeholders across multiple accounts.
• Strong commercial awareness with experience identifying churn risks and driving successful customer outcomes.
• Excellent communication and presentation skills, with confidence engaging customers both virtually and over the phone.
• Highly organised with the ability to manage competing priorities across a large portfolio.
• A proactive, solutions-focused approach and the ability to thrive in a fast-moving, high-growth environment.
• Experience using CRM platforms such as Salesforce, HubSpot or Gainsight is highly regarded.
• 
  

Key responsibilities

• Manage a portfolio of 150+ SMB customers, acting as their trusted advisor throughout the customer lifecycle.
• Deliver a seamless onboarding experience, ensuring customers are successfully implemented and set up for long-term success.
• Drive product adoption, engagement and utilisation by identifying opportunities to educate customers on Podium's AI platform and broader product suite.
• Monitor customer health, proactively identifying retention risks and implementing success plans to reduce churn.
• Build strong relationships with key customer stakeholders, understanding their business goals and aligning Podium's solutions to their needs.
• Conduct onboarding sessions, product training and strategic business reviews to maximise customer outcomes.
• Manage onboarding cohorts and customer milestones, ensuring implementation and success metrics are achieved within target timeframes.
• Partner closely with Sales, Support, Product and Marketing to deliver a seamless customer experience and advocate for customer needs.
• Maintain accurate customer records, health scores and account activity within the CRM.
• Act as a product expert, confidently guiding customers through best practices, new features and AI capabilities.

About you

• 1-3 years' experience in Customer Success, Account Management or Customer Experience within a SaaS or technology business.
• Experience managing a high-volume portfolio of customers with ownership of retention, product adoption and customer engagement.
• A customer-first mindset with the ability to build trust and influence stakeholders across multiple accounts.
• Strong commercial awareness with experience identifying churn risks and driving successful customer outcomes.
• Excellent communication and presentation skills, with confidence engaging customers both virtually and over the phone.
• Highly organised with the ability to manage competing priorities across a large portfolio.
• A proactive, solutions-focused approach and the ability to thrive in a fast-moving, high-growth environment.
• Experience using CRM platforms such as Salesforce, HubSpot or Gainsight is highly regarded.
•