Customer Success Manager – SMB Portfolio

About the role

Podium is looking for a Customer Success Manager to own the health, retention, and growth of a high‑volume portfolio of small‑business customers. You will act as a strategic partner, guiding clients through their lifecycle and helping them achieve measurable value from Podium’s Interaction Management platform.

Key responsibilities

• Manage a portfolio of 100+ Podium clients as the primary point of contact.
• Own customer renewals and be directly responsible for retention performance.
• Identify and drive upsell opportunities within the portfolio.
• Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk.
• Educate customers on best practices to increase product adoption and ROI.
• Collaborate with Sales, Onboarding, Product, and Marketing teams to advocate for customers and improve their experience.
• Maintain accurate CRM documentation and forecast renewal and expansion opportunities.

Required profile

• 3–5 years of experience in Customer Success, Account Management, Retention, Collection, Sales, or similar customer‑facing roles (SaaS preferred).
• Strong commercial mindset and comfort discussing commercial terms.
• Excellent written and spoken English.
• Demonstrated job stability.
• Analytical mindset with the ability to interpret usage data and identify risk signals.
• Ability to work onsite in the Guatemala City (Zone 10) office, Monday‑Friday.

Required skills