Senior Manager, Customer Success

Job Description

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

As the Senior Manager of Dealership Success - AI, you will lead our Dealership Success Managers across the East Coast and help drive adoption, retention, and growth across our dealership customer base. You will be responsible for managing a high-performing team of approximately 10 team members across regional territories, coaching them to deliver measurable customer outcomes and strong business results.

This role is highly customer-facing, technically oriented, and built for someone who can lead through ambiguity, move fast, and inspire a team to do their best work. You should be deeply curious about AI, comfortable with complexity, and able to balance strategy, execution, and hands-on problem solving. This is a travel-heavy role, with approximately 50% travel across the East Coast to support customers, coach the team, and drive outcomes in the market.

The ideal candidate will be based in Chicago, New York, Washington DC, or Atlanta.

What you will be doing:

• 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

What you should have:

• 10+ years of relevant experience in customer success, account management, services, consulting, or a related field
• Proven experience managing teams and delivering strong business results
• Strong customer-facing communication and relationship-building skills
• Technical aptitude and the ability to quickly learn new products, systems, and workflows
• Experience working in or around dealerships, automotive, SaaS, or other complex B2B environments
• A genuine curiosity about AI and how it can improve customer outcomes
• Comfort operating in ambiguity and solving problems without a perfect playbook
• Strong leadership presence, grit, and a bias toward action
• Ability to balance strategic thinking with hands-on execution
• Demonstrated ability to influence, coach, and drive accountability across a team

Benefits

• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel

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.