Customer Success Manager
At a glance
Manager-level Customer Success role at Popl Co. Remote, United States · full-time · $100,000–$150,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Guide mid-market customers through onboarding, agree on goals and build early product use
- Watch account health and engagement data, then step in when you spot risks
- Train customers online, share effective practices and show them newly released features
- Run periodic business reviews to assess progress, resolve challenges and set next goals
- Work with account management on renewals and growth, while bringing customer feedback to internal teams
What you bring
- At least three years in customer success, account management or a similar customer-facing role
- Experience in SaaS or technology, managing accounts worth $10K-$100K in annual recurring revenue
- You can use customer health data to assess outcomes and guide decisions
- You’re comfortable with business reviews, health checks, account mapping or related success processes
Who this fits
This role suits someone who can manage mid-market customer relationships, use data to spot account risks and coordinate with internal teams. It is fully remote in the United States.
From the employer
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 and cross-functional teams to shape our financial strategy.
Make a measurable impact in a role critical to our long-term success.
Fully remote
Competitive salary
Meaningful equity
Full insurance & benefits
Unlimited PTO
$150 monthly wellness credit
Constant daily learning
Popl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
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