---
title: 'Customer Success Manager - SMB at Podium'
canonical: 'https://feeny.ai/job/customer-success-manager-smb-podium-melbourne-pn7b69gv8n36'
type: 'job'
last_seen: '2026-10-28'
---

# Customer Success Manager - SMB at Podium

- **Company:** Podium
- **Location:** Melbourne, Australia
- **Posted:** 2026-10-21
- **Last confirmed live:** 2026-10-28
- **Apply:** https://job-boards.greenhouse.io/podium81/jobs/8219604

## Job 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.

In 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.

Podium 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.

Our 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](https://www.podium.com/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.

The Role:

As a Customer Success Manager - SMB at Podium, you will be the main point of contact for our SMB clients, orchestrating a seamless onboarding experience and driving their ongoing success. You’ll work closely with cross-functional partners, including Sales, Product, Marketing, and Finance, to address customer needs, proactively mitigate churn, and bolster overall retention. In this role, you will excel at cultivating multi-stakeholder relationships within your portfolio, balancing a deeply customer-centric approach with strong multitasking capabilities and keen attention to detail.

What you'll be doing:

- Onboard multi-location, conduct training, and ensure the customers are completely connected to service offerings.
- Strategically maintain and manage a portfolio of customers to maximise product usage and reduce retention risk.
- Develop deep relationships within your portfolio to understand customer needs and offer value-based solutions using Podium’s range of products and services.
- Manage onboarding cohorts, ensuring they meet key metrics within established timeframes.
- Collaborate closely with the Sales team for complete transparency across the customer portfolio.
- Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes.

What You Should Have:

- 1–3 years of CX/CS experience with a track record of managing a customer portfolio and focusing on retention.
- A deep understanding of the marketing technology industry and its key players.
- Account management experience that includes identifying at-risk customers, driving product adoption and usage, and activating existing clients.
- The ability to thrive in a constantly changing and evolving work environment.
- Outstanding presentation and communication skills.
- Excellent problem-solving skills, taking a consultative approach to find the best solutions.

What we bring:

- Real growth and transparent career development opportunities - we’re still young in Australia with plenty of room to grow.
- A unique product that makes an actual impact on the local businesses you love and support.
- Attractive base + super and commissions package.
- A generous $650 monthly ‘Benefits & Wellbeing’ allowance, spent how you please.
- Free snacks and drinks, which are always stocked up.
- You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers.

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment. All successful candidates will be required to undergo a national crime check and are required to maintain full working rights in Australia.

## About Podium

## Company Overview
- **One-liner**: Podium is an AI-native communications platform that provides AI Employees to help local businesses convert leads, manage customer interactions, and grow revenue.
- **Entity Type**: Private (Series D; total funding $422.6M)
- **Headquarters**: Lehi, Utah, United States
- **Founded**: 2014
- **Founders**: Eric Rea and Dennis Steele

## Core Business
- **Primary industry**: Software Development – AI-powered lead generation and customer communication platform for local businesses.
- **Target customers**: B2B – primarily local businesses (auto dealerships, HVAC, aesthetics, retailers, etc.) ranging from SMB to enterprise.
- **Mission**: “Convenience wins” – helping local businesses turn every conversation into revenue.

## Products & Services
- **AI Employee**: A 24/7 AI agent that responds to leads, qualifies them, books appointments, and manages the full customer journey autonomously.
- **AI Operating System**: All-in-one platform for lead generation, management, conversion, payments, online reviews, and communication (text, web chat, call).
- **Online Reputation Management**: Tools to monitor, collect, and manage customer reviews.
- **Customer Interaction Management**: Messaging platform for real-time conversations.
- **Contactless Payments**: Integrated payment processing for local businesses.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Annual Revenue ~$123.1M (LinkedIn estimate); Total Funding $422.6M.
- **Notable Investors/Partners**: Y Combinator Continuity Fund (led Series D), Accel (led Series A), IVP (led Series B), Album VC.
- **Growth Signals**: Over 100,000 businesses trust Podium; headcount grew 10.3% YoY to 1,037 employees; claims 56% higher appointment show rates, 80% more after-hours appointments, and 50% higher lead-to-sale conversions; recognized by Forbes Cloud 100, Inc. 5000, and Fast Company’s Most Innovative Companies.

## Competitive Advantages
- **AI-first platform** purpose-built for local businesses with vertical-specific solutions (auto, HVAC, medspa, etc.).
- **Deep customer journey integration** – from first inquiry through booking to payment, all in one system.
- **Large customer base** (100k+) creates data network effects and industry-specific AI models.
- **Strong investor pedigree** (Y Combinator, Accel, IVP) and decade of domain experience.

## Strategic Focus
- Expanding AI Employee capabilities and vertical-specific AI agents.
- Growing enterprise segment (dedicated Enterprise Account Executive roles).
- International expansion (offices in Australia, Guatemala, Pakistan, Brazil, Philippines).
- Continuing to reduce admin burden for local businesses through autonomous AI.

## Why Work Here
- **Culture**: “Hungry for growth,” high standards, career acceleration. Founded above a bike shop with a startup ethos.
- **Remote/Hybrid**: Some roles are remote (e.g., Senior AI Engineer – open to remote), others are onsite in Lehi or international offices.
- **Notable perks**: Work with world-class talent, make a real impact on local businesses, career-defining growth opportunities. Engineering culture emphasizes AI and product innovation.
- **Active hiring**: 52 open positions across Sales, Engineering, Customer Success, Product, Marketing, and People Operations.

## Sources
1. [podium.com/careers](https://www.podium.com/careers)
2. [podium.com/about-us](https://www.podium.com/about-us)
3. [podium.com](https://www.podium.com/)
4. [linkedin.com/company/podium](https://www.linkedin.com/company/podium)
5. [job-boards.greenhouse.io/podium81](http://job-boards.greenhouse.io/podium81)

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