Customer Success Manager; Mid-Market

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.

• 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.

• 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, Hub Spot) and customer success platforms is a plus.
• Methodologies: Comfort with QBRs/ABRs, health checks, account mapping and other common customer success processes.

• Compensation: $70K-110K base salary + 30% variable compensation tied to customer retention and growth metrics.
• Benefits:
  • Fully remote
  • Competitive salary
  • Meaningful equity
  • Full insurance & benefits
  • Unlimited PTO
  • $250 / month wellness credit
  • Constant daily learning
  • Defining a new market with a great team
  • High influence on exciting projects

If you’re passionate about partnering with customers to achieve their goals and contributing to a dynamic team, we’d love to hear from you. Apply today!