Customer Success Specialist

Summary

Join Podium as a Customer Success Specialist and own the success of our small business customers. You will develop strategies to increase engagement and delight customers while mitigating churn. Partner with customers throughout their Podium journey, ensuring they maximize their platform and achieve business goals. Responsibilities include managing customer satisfaction, product adoption, renewals, and accelerating customer value. This role requires strong communication, problem-solving, and technical skills, along with a customer-centric approach. Experience in a customer-facing role within the software or SaaS industry is essential.

Requirements

• 2-5 years in a customer-facing role, such as Customer Success Specialist, Account Manager, or Client Services Specialist, preferably in the software or SaaS industry
• Fluent in written and spoken English
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
• Technically adept and able to grasp complex software concepts quickly
• Empathetic and customer-centric mindset, committed to driving customer success
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals
• Collaborative team player with the ability to work cross-functionally to achieve common objectives

Responsibilities

• Serve as the primary post-sales point of contact for a variety of small business customers
• Utilise in-depth product and industry knowledge to drive and increase adoption and utilisation of podium products
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention
• Develop a deep understanding of each customer's business objectives and industry challenges. Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimise their usage
• Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience
• Develop strong relationships with customers and become a trusted advisor. Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement

Preferred Qualifications

• Experience with customer success platforms and tools
• Familiarity with CRM and customer support software
• Knowledge of online reputation management and customer feedback processes

Benefits

Compensation: $1,500 USD per month