Strategic Customer Success Manager - Enterprise (OEM)

Podium is an AI technology company that helps local businesses convert conversations into revenue through AI Employees and interaction software. Podium is seeking a Strategic Customer Success Manager to manage enterprise automotive OEM relationships, drive product adoption and customer value, oversee cross-functional initiatives, and support retention and revenue growth.

Responsibilities:

• Serve as the primary post-sales point of contact for Automotive 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
• Maintain 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
• Track 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

Requirements:

• 3+ years of Enterprise Customer Success experience
• Experience in the Automotive 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
• Strong skills in being a thought leader for the team and company
• Proven success in helping clients make better decisions
• Success in effectively decreasing churn, increasing revenue, and wowing your customers
• Experience working in professional services, managed services, or a SaaS company
• Ability to think like an owner. You will need to quickly understand a client's business and see the big picture while building things that last
• Confidence in confronting daily changes and obstacles is required to succeed in this environment of mastering new things
• Focused on being solution-oriented with creative and efficient options
• Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio