Strategic Customer Success Manager – Enterprise, OEM

This is a fully remote position, open to applicants in United States.

📋 Description

• Foster relationships with Podium’s most valued Enterprise OEM clients

• Act as the main post-sales contact for Automotive Enterprise business clients

• Address customer inquiries, issues, and escalations

• Promote and enhance the adoption and usage of Podium products

• Manage multiple cross-departmental projects while ensuring customer progress towards objectives

• Assist clients in setting performance targets, analyzing results, troubleshooting issues, and crafting solutions

• Oversee the lifecycle of a high-intensity customer project portfolio

• Proactively identify and resolve potential challenges to guarantee a smooth customer experience

• Keep customer account documentation and SOPs updated in collaboration with the Account Executive

• Communicate product value during weekly syncs, monthly check-ins, and quarterly EBRs

• Engage with customers during renewal periods to secure renewals and enhance retention

• Monitor cases, bugs, and ongoing projects

• Share product feedback across departments

• Concentrate on growth and retention metrics

• Travel 15% to 20% of the time

⛳️ Requirements

• Over 3 years of experience in Enterprise Customer Success

• Background in the Automotive industry

• Familiarity with AI technologies, including LLMs, Voice AI, and automation platforms, with practical experience in real-world applications

• Knowledge of AI capabilities and trends, along with experience integrating AI-driven solutions into daily operations or team processes

• Ability to identify and showcase customer ROI and business value

• Strong capacity to think at scale while maintaining customer experience outcomes

• Proven track record of achieving net retention goals and significantly contributing to revenue and engagement metrics

• Exceptional skills in providing thought leadership within the team and company

• Demonstrated success in guiding clients towards better decision-making

• Achievements in reducing churn, increasing revenue, and enhancing customer satisfaction

• Experience in professional services, managed services, or a SaaS environment

• Quick to comprehend a client's business and recognize the broader picture

• Confidence in navigating daily changes and challenges

• Solution-oriented mindset with innovative and efficient options

• Self-motivated and proactive in completing assigned tasks and fulfilling customer commitments

🏝️ Benefits

• Open and transparent culture

• Life insurance

• Long and short-term disability coverage

• Paid maternity and paternity leave

• Fertility Benefits

• Generous vacation time

• Three 4-day summer holiday weekends

• Excellent medical, dental, and vision benefits

• 401k Plan

• Bi-annual swag drops with cool Podium gear and apparel

• Join the leaders in AI agents

• Unlock career-defining growth

• Build with world-class talent

• Make a real impact on local business