Customer Success Manager (Mid-Market)

About Popl

Your AI GTM platform for In-Person Events

The role

### **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