Customer Success Manager (Mid-Market)

### **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