Customer Success Manager - SMB

The Customer Success Manager - SMB at Podium is the engine that turns new‑business wins into lasting partnerships across Melbourne, VIC, Australia. In this role you will champion the success of small‑and‑medium‑business customers, guiding them from onboarding through to expansion and renewal. Your strategic guidance helps SMBs harness Podium’s messaging, reviews, and payments platform, driving higher engagement, revenue growth, and brand advocacy. By aligning customer objectives with product capabilities, you directly influence Podium’s market leadership in the communications‑as‑a‑service space and accelerate the adoption of next‑gen customer‑experience technology. The position offers a clear pathway to senior leadership, with opportunities to lead a regional success team, shape product road‑maps, and become a recognized thought leader in the SMB ecosystem.

- Own the end‑to‑end customer lifecycle for 70‑90 SMB accounts, ensuring adoption, satisfaction, and expansion.
- Conduct proactive health checks, business reviews, and ROI analyses to demonstrate value and uncover upsell opportunities.
- Partner with Sales, Product, and Support to resolve issues, prioritize feature requests, and deliver seamless experiences.
- Develop and execute tailored success plans that align with each client’s growth goals and industry benchmarks.
- Leverage data‑driven insights and Podium’s analytics suite to track usage, churn risk, and NPS, presenting findings to senior stakeholders.
- Mentor junior team members and act as a liaison between the SMB cohort and the broader Customer Success organization.
- Report quarterly to the Regional Director of Customer Success, contributing to strategy and forecasting for the Melbourne market.

You’ll thrive at Podium because the culture celebrates curiosity, collaboration, and a relentless focus on customer outcomes. Our Melbourne office is a hub of innovation where cross‑functional teams co‑create solutions that shape the future of local business communication. We invest heavily in professional development—offering mentorship programs, certification pathways, and regular exposure to industry conferences—so you can deepen expertise in SaaS, CX, and digital transformation. As the SMB segment continues to surge, your role becomes pivotal in driving adoption of AI‑enhanced messaging and review automation, positioning you at the forefront of a rapidly evolving market. Join Podium to amplify the success of thousands of Australian businesses while building a high‑impact career that scales with the company’s ambitious growth trajectory.