USD per year
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.
Podium offers an AI Employee that works 24/7 to convert leads into loyal customers and messages into revenue. Podium’s AI talks to more leads, sets more appointments, and follows up for businesses with little oversight. Features include capturing every lead from calls, texts, chats, reviews, and third-party messages in a consolidated inbox. The AI responds to leads in under 1 minute to boost sales chances by over 45%. It drives repeat business by proactively following up with customers at the right time. The AI requests reviews after each sale and responds on review sites to help businesses rank high on Google. Podium’s AI Employee is pre-trained on 10+ years of industry expertise and customized to company policies. It is recognized as "Best agentic AI Software" and highly rated on G2 with 4.6 out of 5 stars from ~2000 reviews. Trusted by over 100,000 businesses.
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