Customer Success Manager

As a Customer Success Manager (SMB), you will own the health, retention, and growth of a portfolio of small business customers. You will proactively drive product adoption, identify revenue expansion opportunities, and ensure customers realize measurable value from Podium’s platform.

This is a high-volume, revenue-impacting role where you are directly responsible for renewals, churn mitigation, and account growth. You will act as a strategic partner to your customers, guiding them throughout their lifecycle and helping them achieve their business goals through Podium’s Interaction Management platform.

What You Will Be Doing

• Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients).
• Own customer renewals and be directly responsible for retention performance.
• Identify and drive upsell opportunities within your 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 cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience.
• Maintain accurate CRM documentation and forecasdct renewal and expansion opportunities.

What You Should Have

• 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or simlar Customer-Facing roles (SaaS preferred).
• Strong commercial mindset with comfort dicusing different commercial terms.
• Great job stability is required.
• Excellent written and spoken English.
• Strong communication skills with the ability to influence and build trust with small business owners.
• Analytical mindset with the ability to interpret usage data and identify risk signals.
• Ability to work onsite in our Guatemala City (Zone 10) office, Monday–Friday.

What Will Make You Stand Out

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

What You Should Know

• Onsite role – Zone 10, Guatemala City (Edificio Inter-americas).
• Monday – Friday, regular business hours.
• This role includes performance expectations.

Benefits

• Competitive salary – Starting at Q10,000 monthly.
• Law Benefit, Health and Life Insurance, free parking. Equipment is provided
• 13 days of paid holidays.