Customer Success Manager (Mid-Market)

About the role

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. 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.

Responsibilities

• 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.

Requirements

• 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

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