Job Description: Customer Success Manager at Podium (Guatemala, Guatemala)

Company Overview

• Podium provides AI Employees to local businesses to convert conversations into revenue.
• Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics.
• Achieved $100M in AI Agent ARR in under 24 months with 300% year-over-year growth.
• Deployed 10,000 AI employees to empower business outcomes.
• Recognized by Inc. Magazine, OpenAI, and G2 for AI implementation and business operations.

Role Summary

• Title: Customer Success Manager (SMB)
• Location: Guatemala City, Guatemala (Zone 10 office)
• Responsible for health, retention, and growth of a portfolio of small business customers.
• High-volume role managing 100+ clients.
• Focus on renewals, churn mitigation, upselling, and customer product adoption.
• Acts as a strategic partner guiding customers through their lifecycle with Podium’s Interaction Management platform.

Key Responsibilities

• Manage a high-volume portfolio (100+ clients).
• Own customer renewals and retention performance.
• Identify and drive upsell opportunities.
• Monitor customer health, usage trends, engagement metrics to reduce churn risk.
• Educate customers on best practices for product adoption and ROI.
• Collaborate with Sales, Onboarding, Product, Marketing teams to advocate for customers.
• Maintain accurate CRM documentation and forecast renewal/expansion opportunities.

Requirements

What You Should Have

• 3–5 years experience in Customer Success, Account Management, Retention, Collection, Sales or similar customer-facing roles (SaaS preferred).
• Strong commercial mindset; comfortable discussing commercial terms.
• Job stability is required.
• Excellent written and spoken English.
• Strong communication skills; ability to influence and build trust with small business owners.
• Analytical mindset; ability to interpret usage data and identify risk signals.
• Ability to work onsite Monday–Friday in Guatemala City (Zone 10).

What Will Make You Stand Out

• Experience in SaaS or technology environments.
• Experience managing client portfolios.
• Familiarity with CRM platforms (Salesforce) and customer success tools.
• Experience working with small business customers.
• High adaptability in fast-paced performance-driven environments.

Work Conditions

• Onsite role at Edificio Inter-americas in Zone 10, Guatemala City.
• Monday – Friday during regular business hours.
• Performance expectations apply.

Benefits

• Competitive salary starting at Q10,000 monthly.
• Law benefits including Health and Life Insurance.
• Free parking provided; equipment provided.
• 13 days of paid holidays.