At Podium, we build an AI Workforce that helps local businesses turn every conversation into revenue. More than 60,000 businesses across Auto, Home Services, and Aesthetics trust Podium to drive growth 24/7, from capturing new leads to re-engaging past customers.

Two and a half years ago, we made a deliberate shift from building software for local businesses to building AI Employees that work for them. Every local business struggles to answer every call, lead, and follow-up. Our AI Operating System and AI Workforce fill that gap. We’ve crossed $150M in AI ARR, deployed more than 20,000 AI Employees, and helped customers generate over $13B in revenue.

Inc. Magazine named Podium the Best AI Implementation, OpenAI highlighted us for building AI Agents that drive revenue, and G2 ranked us the #1 AI Agent for Business Operations.

Podium is AI-native in every sense. We build AI for our customers, we build AI tools for ourselves, and we use AI in every role across the company.

We hire exceptional people, hold them to high standards, and give them room to make an impact. We look for people who are all-in on AI and eager to stay on the cutting edge, both in what we build for customers and in how they operate day to day. If you’re hungry for growth, aligned with our operating principles, and ready to get to work, you won’t find a better place to accelerate your career.

As an AI Enterprise CSM, you will be responsible for supporting the relationships with Podium’s high-value, strategic clients. You will help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Podium’s interaction platform. You will also aid in retaining and increasing the revenue from your customer portfolio.

What you will be doing

Serve as the primary post-sales point of contact for a variety of Enterprise business customers. You’ll be the quarterback for the customer at Podium for inquiries, issues, and escalations.
Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
Help clients set performance goals and obsess over their success. You will help analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.
You will assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness, and delight our clients.
Proactively anticipate and address potential challenges to ensure a seamless customer experience.
Email/direct customer communication expectations are determined by customer need. Both the AM and CSM should be CC’d to support as appropriate.
Maintaining documentation/SOPs for customer account details with assistance from the Account Executive.
Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
Tracking cases, bugs, and ongoing projects.
Work cross-functionally to relay product feedback
Your metrics will be focused on growth and retention.
You will travel 15% to 20% of the time.

What you should have

3+ years of Enterprise Customer Success experience
Experience in Automotive, Home Services, or a similar industry
Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
Understanding of AI capabilities and trends, with experience integrating AI-driven solutions into daily work or team processes
Ability to identify and highlight customer ROI and business value.
Strong ability to think at scale while balancing customer experience outcomes.
Excellence in achieving net retention goals and contributing significantly to the other team's revenue and engagement metrics.