Pooled Account Customer Success Manager


Lehi, UT, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/14/2021
  • Website: podium.com
  • Company Address: , Lehi, UT

About Podium

Podium is redefining the way customers interact with local businesses. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and teams along every customer touchpoint.

Job Description

Podium is a suite of messaging tools for local business. Using our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient way. Our work streamlining this process for local businesses has awarded us recognition on top industry lists, such as Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies — in the last year alone. For more about our product, watch this video. Podium has a positive, diverse, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2019. We look for people who are curious, creative and work to be a little better every day. In our work together we embody our values: Be a founder, Murder drama, and Enjoy the ride.

As a Pooled Account Customer Success Manager you will be responsible for owning the business performance for a large segment of Podium’s small business customers. You will ensure customer satisfaction, manage product adoption, and effectively demonstrate to your customers the value they get out of Podium’s Interaction Management platform.  You will retain and increase the revenue from a shared customer portfolio.


What you will be doing:

  • Assist in creating automated CS touch point processes with businesses.
  • Lead out on Podium customer communication based on needs while driving automation.
  • Work collaboratively with other PAM team members to drive usage, adoption, and expansion.
  • Partner with Business Outsourced reps to help them deliver experiences that align with the strategy that has been set out.
  • Analyze performance, troubleshoot client challenges and design creative solutions to obstacles.
  • Collaborate on a pipeline of high-intensity, short-duration projects. You will always be looking for new ways to work smarter, increase your effectiveness and delight our clients.
  • You will work at scale. Your portfolio is large, so you devise means to influence your customers without relying on 1-1 contact.


What you should have:

  • 1+ years of experience in an account management or similar function.
  • Pooled account management preferred.
  • Proven success helping clients make better decisions.
  • Experience working in software company (start-up or SaaS preferred).
  • Experience managing a large queue.
  • Ability to think like an owner. You should be able to quickly understand a client's business and see the big picture while building things that last.
  • Excellence in problem solving and critical thinking.
  • Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
  • Excellence in time management and organization.
  • Have a growth mindset.



  • Transparent culture
  • Work in this building in Lehi, UT (temporarily working remote)
  • Great opportunities for career growth
  • A stellar onsite gym with local professional coaches, morning and night classes offered 
  • Weekly free lunch, breakfast and smoothies
  • Swag

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status. 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.