Podium

Artificial Intelligence

• Lead, coach, and develop a team of Dealership Success Managers across East Coast regional territories
• Drive retention, adoption, expansion, and overall customer success across the dealership portfolio
• Set clear performance expectations and hold the team accountable to results
• Partner closely with internal teams to ensure a consistent and high-quality customer experience
• Build trusted relationships with dealership leaders and executive stakeholders
• Use technical understanding to help customers and teams adopt Podium’s AI solutions effectively
• Translate customer goals into action plans that create measurable value and business impact
• Support team members in navigating complex customer situations, escalations, and renewal opportunities
• Drive operational rigor across the team through planning, coaching, and execution
• Travel regularly to support customers, field activity, and team development

Director of Dealership Success – AI

Customer Support

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
• Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers.
• Serve as a point of escalation, vetting legitimacy of product-related issues in Support
• Develop system for feedback loops in close collaboration with the Product team
• Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests
• Create and regularly update internal documentation of our products and process
• Train the broader teams on our products, new features and best practices
• Maintain open communication channels within the broader Support and Product teams
• Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction
• Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
• Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products
• Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
• Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

Product Support Specialist

Customer Success Manager

• Serve as the primary post-sales point of contact for our large Automotive dealerships using our AI products
• Act as the quarterback for a regional territory of our largest automotive customers, including 2–3 onsite dealership visits per week
• Serve as both a consultant guiding dealerships through their AI transformation and as the primary point of contact for inquiries, issues, and escalations
• Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of podium products
• Proactively engage with customers during the renewal process to secure renewals and drive customer retention.
• Regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
• Proactively anticipate and address potential challenges to ensure a seamless customer experience.
• Develop strong relationships with customers and become a trusted advisor.
• Work cross-functionally to relay product feedback

Regional Customer Success Manager – Automotive AI

Manager

• Partner with executives and senior leadership to ensure our compensation program is attracting the right talent and driving the right behaviors and outcomes for the business
• Oversee annual compensation planning process, including merit cycle, promotions, off-cycle changes, and executive compensation
• Design and maintain role classification and benchmarking to ensure we remain competitive and aligned to market trends
• Own our global equity program, including equity pool planning, management, forecasting, and expansion
• Refresh and maintain Podium’s compensation philosophy across all roles
• Partner in broader people operations priorities, including job architecture, leveling, and any other relevant projects

Senior Compensation Manager

Account Executive

• Help business owners identify, design, and implement the process changes that will make Podium a seamless part of their business.
• You focus on results. You help clients set performance goals and obsess over their success. You will analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.
• You will manage the lifecycle of your customer portfolio, which will include a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness and delight our clients.
• Your metrics will be focused on growth and retention.
• You will travel up to 40% annually.

Director of Dealership Success – AI

Product Support Specialist

Regional Customer Success Manager – Automotive AI

Senior Compensation Manager

Enterprise Account Executive