Manager, Customer Success (Home Services)

We’re looking for someone to join our team as an Manager, Customer Success. This is the right opportunity for you if you’re a results-oriented person who loves coaching, building processes, and has a passion for driving scale, quality, and providing an amazing customer experience. Podium’s Customer Success leaders develop genuine relationships with their team to help them master their role, understand customer needs, and hit metrics, as well as promote further development in their careers. We’re looking for a leader who has shown consistent success in a Customer Success capacity, works well cross-functionally, and has a knack for leading others.

What you will be doing:

• Evangelize the Podium story so well that your team lives and breathes the Podium vision and values
• Drive ownership and accountability for team outcomes, ensuring deliverables are completed on time, at a high standard, and aligned with business objectives
• Coach your team on aligning Podium’s solutions with our customers’ needs, driving increased lifetime value for each customer and across the entire customer base
• Hire, develop, and directly manage qualified Podium Customer Success Managers
• Develop and test new processes to improve team efficiency and performance
• Assess scoping and planning of client projects, and manage customer escalations
• Understand your individual team members’ strengths and areas for improvement, provide radically candid feedback, and provide coaching towards improvement
• Work with cross-functional stakeholders, making sure there is alignment between sales, customer success, and other organizations
• Manage performance, providing feedback, coaching, and helping us to continuously uplevel the organization
• Perform other duties as assigned

What you should have:

• Experience designing and deploying new processes, systems, and/or methods to improve team performance; then, driving adoption of those among individual contributors
• Ability to confidently and effectively speak with customers of all levels (including CEO’s, Owners & VPs), managing everything from escalations to complex growth opportunities
• Demonstrated leadership ability across projects or other professional experiences
• A genuine curiosity about AI and how it can improve customer outcomes
• 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
• Demonstrated experience and success in a customer-facing role
• Passion for modernizing the way business happens locally and empowering SMBs
• Excellent written and verbal communication 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 in a post-sales (e.g., Customer Success, Onboarding) role
• 2+ years of experience managing direct reports
• Proven ability to develop teams while hitting targets (e.g., implementation)
• Experience in the HVAC / Home Services space
• Project management experience including completing data migrations between systems of record
• Bachelor’s degree preferred

BENEFITS

• Open and transparent culture 
• Life insurance, long and short-term disability coverage
• Paid parental leave
• Fertility benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel 
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees

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.