Customer Success Engineer

Are you searching for an opportunity to play a key role in contributing to the dramatic growth of a highly successful software company?

At Poppulo, we’re working on what’s next in communications and workplace technology. As a recognised organisation in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organisations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all succeed.

Poppulo is expanding its global Customer Success Engineering team, and this role adds capacity in US to support our US and global customer base. Customer Success Engineers are the technical owners of the customer relationship after the sale, working alongside Customer Success Managers to turn a signed contract into launched, adopted, measurable outcomes, and then to keep those outcomes compounding through every renewal that follows.

The work is hands-on and outcome led. You will get customers to real adoption of what they have bought and then look for the pattern behind it: the playbook, the reusable asset, the piece of enablement that lets the next twenty customers reach the same outcome without twenty separate engagements. Some accounts will fund dedicated coverage and expect an embedded engineer;

most you will cover across a wider portfolio, deciding where your time matters most based on retention risk and expansion opportunity. Where a customer buys a scoped implementation or a significant build, our Professional Services team delivers it and you pick up the ongoing technical ownership from there, so the customer keeps a consistent technical partner long after the project closes.

Success is measured by adoption and gross revenue retention across the accounts you cover, not by hours logged, tickets closed, or billable delivery. You will be central when an escalation or a critical implementation demands deep technical help, but much of your impact should come from customers succeeding before anyone has to escalated, and from the scaled approaches that make that repeatable.

• Own the technical relationship for an assigned set of accounts, partnering with the Customer Success Manager who owns the commercial relationship, so the customer experiences one team rather than a series of handoffs.
• Drive measurable adoption across your accounts: define what a successful technical outcome looks like, track whether the customer is reaching it, and intervene early when the signals turn.
• Work directly in customer environments to configure and optimize Poppulo experiences, accelerating time to value new adoption and deepening usage of what is already live.
• Deliver enablement and training that makes customer admins and content owners more self-sufficient as needed to protect revenue
• Prioritize across a portfolio, making judgement calls on where technical attention will most reduce churn risk or unlock expansion, and time boxing engagements against a clear reason for being there.
• Step in as the technical lead during escalations and critical…