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.

The mission of Podium’s Customer Success Team is to create the ultimate customer experience by helping customers realize Podium’s undeniable business value. We are looking for a leader with experience confidently articulating value realized with the ability to translate that into increased adoption of our world class communication and payments platform. This leader will be passionate about speaking with customers of all levels (including CEO’s, Owners & VPs) and evangelizing the Podium story so well that their team lives and breaths the mission and values. They will also have high integrity, drive innovation and be a strategic problem solver with a desire to continuously evolve processes and identify ways to up level the team to become more consultative and prescriptive in helping customers maximize their investment.

We’re looking for someone to join our Enterprise Customer Success leadership team. If you love mentoring, coaching, and building teams and processes, you could be the right candidate for us. Podium Customer Success Directors develop genuine relationships with their team, understand their needs, roles, 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.

RESPONSIBILITIES

  • Coach your team on aligning Podium’s solutions with our customer’s needs, driving increased lifetime value for each customer and across the customer base
  • Understand, achieve and exceed team metrics including Net Revenue Churn, Customer Retention, 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, and provide coaching to that end
  • Work with cross-functional stakeholders, making sure there is alignment with sales and customer success, and other organizations
  • Take part in the hiring, train and scale your team
  • Manage performance, providing feedback, coaching, as well as creating and executing performance plans as needed
  • Provides direction to employees according to established policies and management guidance 
  • Takes actions to monitor and manage costs related to a section
  • Works on issues requiring the analysis of data, relevant factors and resolves problems
  • Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., technicians, lab assistants, designers, support personnel)
  • Acts as guide to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems
  • Hold regular team meetings, 1:1s, etc., ensuring accountability and progress toward team goals
  • Receives objective based assignments, and determines resources to meet schedules and goals
  • Provides guidance to subordinates within the latitude of established company policies
  • Recommends changes to policies and establishes procedures that affect section or multiple disciplines. 
  • Decisions impact others in the immediate team and influences methods and techniques
  • Executes financials, business planning, organizational priorities and workforce
  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
  • Translates functional plans into operational processes and guides execution 
  • Interacts frequently with subordinate team members, customers, and/or functional peer group professionals, involving matters between sections and multiple units
  • Effectively communicates and presents results and recommendations across discipline

 

SKILLS & REQUIREMENTS

  • SaaS experience or ability
  • Passion for modernizing the way business happens locally and empowering CSMs
  • Demonstrated leadership ability across projects or other professional experiences
  • Experience and passion for increasing the value of the customer by increasing the breadth and / or depth of their usage of products
  • 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
  • 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
  • Able to drive decisions with a data driven approach
  • Strong dedication to driving career development with the team
  • Regularly works cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
  • A proven track record of adding real value at a dynamic and fast-growth company
  • Strategic and creative problem solving 
  • Demonstrates a customer-first attitude with a strong sense of empathy
  • Ability to drive innovation and efficiency in an unstructured environment
  • Analytical and data-oriented approach to problem-solving
  • Consistently meets and exceeds personal and team targets
  • Strong ability to troubleshoot & resolve challenging issues, ensuring customers and team members can easily see value with Podium
  • Demonstrates strong prioritization and impact within team

ADDITIONAL QUALIFICATIONS

  • 4-year degree preferred
  • 2+ years of experience in a customer facing leadership role
  • 4+ years of customer success or account management experience
  • 3+ years B2B software experience
  • Consistent over-achievement in past and current positions
  • Experience in process mapping and development
  • Experience in leading processes and projects
  • Experience leading people or processes
  • Experience in leading or acting as an individual contributor in the current field

 

BENEFITS

  • Transparent culture
  • Work in this building in Lehi, UT (Temporarily working hybrid/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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