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SMB Customer Success Team Lead

Customer Service · Full-time · Global

Podium is redefining the way customers interact with local businesses. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and teams along every customer touchpoint.

Podium is a suite of messaging tools for local business. Using our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient way. Our work streamlining this process for local businesses has awarded us recognition on top industry lists, such as Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies. For more about our product, watch this video. Podium has a positive, diverse, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2021 (4 years in a row). We look for people who are curious, creative and work to be a little better every day. In our work together we embody our values: Be a founder, Murder drama, and Enjoy the ride.

We’re looking for someone to join our SMB Customer Success leadership team. If you are a results oriented person that loves coaching, building processes, and driving a team towards scale, quality, and delivering an amazing customer experience, you could be the right candidate for us. Podium’s Customer Success leaders develop genuine relationships with their team, understanding their role, customers, and metrics, and assists them in becoming as successful as possible both in their existing roles, as well as in their pursuit of furthering their career. We’re looking for leaders who have shown consistent success in the Customer Success role, in working cross-functionally, as well as in leading others.

What you will be doing:

  • Evangelize the Podium story so well that your team lives and breaths the Podium vision and values
  • Coach your team on aligning Podium’s solutions with our customer’s needs, driving increased lifetime value for each customer and across the entire customer base
  • Understand, achieve and exceed team metrics including Churn, Expansion, Customer Health, and increased ARR / CSM
  • Develop and test new processes to improve team efficiency and performance
  • Assess cancellation and billing requests, and manage customer escalations
  • Understand your individual team members’ strengths and areas for improvement, provide radially candid feedback, and provide coaching towards improvement
  • Work with cross-functional stakeholders, making sure there is alignment be sales and customer success, and other organizations
  • Take part in the hiring, train and scale your team
  • Manage performance, providing feedback, coaching, and helping us to continuously uplevel the organization

What you should have:

  • Passion for modernizing the way business happens locally and empowering SMBs
  • Demonstrated leadership ability across projects or other professional experiences
  • Experience driving increased value for customers, and in finding ways to do that at scale
  • Ability to communicate with radical candor and have difficult, timely conversations
  • Experience designing and deploying new process, systems, and / or methods to improve team performance
  • Demonstrated experience and success in a customer success role
  • Ability to confidently and effectively speak with customers of all levels (including CEO’s, Owners & VPs), managing everything from escalations to complex growth opportunities
  • Excellent written and verbal communications skills
  • Highly organized and strong time management skills
  • Ability to work in a fast paced, changing environment with minimal direction
  • Self driven, motivated and results oriented

What we hope you have:

  • 4+ years customer success or account management experience
  • 2+ years experience managing direct reports
  • Proven ability developing teams while hitting revenue targets
  • Experience in driving operational efficiencies
  • Bachelor’s degree preferred

BENEFITS

  • Transparent culture
  • Work in this building in Lehi, UT (Open to remote)
  • Great opportunities for career growth
  • A stellar onsite gym with local professional coaches, morning and night classes offered
  • Weekly free lunch, breakfast and smoothies
  • Swag

Podium 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.

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