- Job title
- Customer Success Manager (Mid-Market)
- Job location
- US / Remote (US)
- Job description
- ### **Who We Are**
Popl is defining a new category we call In-Person Go-To-Market. We help revenue teams turn real-world interactions — trade shows, conferences, field events, and meetings — into measurable pipeline and revenue. Our AI-native platform powers event lead capture, enrichment, and real-time CRM sync, transforming every badge scan into a high-quality, actionable lead.
In a world where digital channels are saturated, we're building the infrastructure that makes in-person GTM measurable, scalable, and revenue-driving. Our mission is simple: help companies around the world turn in-person events into a measurable & scalable growth channel.
### **About the Role**
As a **Customer Success Manager (Mid-Market)** at Popl, you will manage a portfolio of mid-market customers, ensuring they are onboarded, achieve their goals, maximize product adoption, and experience the full value of our solutions. Reporting to the **Director of Customer Success**, you’ll collaborate closely with customers, internal teams, and decision-makers to drive gross revenue retention, usage, and satisfaction within your accounts.
### **What You’ll Do**
* **Onboard new customers:** Lead mid-market customers through a seamless onboarding process, aligning on goals and ensuring strong adoption.
* **Monitor health and engagement:** Regularly track customer health metrics and proactively address risks to ensure long-term success.
* **Build relationships:** Maintain regular touchpoints with key stakeholders and decision-makers to strengthen relationships and deliver value.
* **Customer education:** Conduct virtual training sessions, share best practices, and introduce new features to maximize product utilization.
* **Conduct business reviews:** Lead quarterly or semi-annual business reviews to recap progress, address challenges, and align on future goals.
* **Drive renewal and growth:** Partner with the Account Management team to support renewal conversations and identify expansion opportunities.
* **Advocate for customers:** Serve as the voice of the customer, providing feedback to Product, Sales, and Marketing to improve the overall experience.
* **Collaborate cross-functionally:** Work with internal teams to resolve issues, implement solutions, and deliver a consistent customer journey.
* **Process Creation:** Help create and standardize customer success best practices.
### **What We’re Looking For**
* **Experience:** 3+ years in customer success, account management, or a similar customer-facing role, preferably with mid-market customers.
* **Industry knowledge:** Background in SaaS or technology, with experience managing customer accounts ranging from $10K-$100K ARR.
* **Customer focus:** Passion for understanding customer needs and aligning solutions to deliver measurable outcomes.
* **Relationship-building:** Strong communication and interpersonal skills, with the ability to connect with a wide range of stakeholders.
* **Proactive mindset:** Self-starter with excellent problem-solving skills and the ability to manage multiple priorities effectively.
* **Data-driven:** Comfortable using data to track customer health, measure success, and inform decision-making.
* **Tools expertise:** Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
* **Methodologies:** Comfort with QBRs/ABRs, health checks, account mapping and other common customer success processes.
### Why Join Us?
* Be part of a rocket-ship startup redefining how professionals connect and grow
* Work closely with experienced leaders
* Make a measurable impact in a role critical to our long-term success.
* Full insurance & benefits + 401K for all employees
* Free $150/month wellness credit
* Competitive salary
* Meaningful equity
* Unlimited PTO
* Fully remote
* Constant daily learning
