Customer Success Manager I - Smb

Customer Success Manager I – Smb

1+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels.
Excellent problem-solving and analytical abilities to understand and address customer challenges effectively.
Technically adept and able to grasp complex software concepts quickly
Empathetic and customer-centric mindset, committed to driving customer success
Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals.
Collaborative team player with the ability to work cross-functionally to achieve common objectives.

Serve as the primary post-sales point of contact for a variety of small business customers
Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
Help customers achieve maximum value from products and achieve business objectives
Responsible for identifying opportunities for upselling and cross-selling within existing accounts
Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
Develop a deep understanding of each customer’s business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience.
Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement.