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.

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.