Customer Success Manager (Mid-Market)

Popl Co; New York (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

Join an innovative firm as a Customer Success Manager, where you'll lead mid-market customers through onboarding and ensure they achieve their goals. This role involves building strong relationships, conducting business reviews, and advocating for customer needs. With a focus on data-driven success, you'll collaborate with internal teams to enhance the customer experience. Enjoy a fully remote position with competitive salary and benefits, including unlimited PTO and wellness credits. If you're passionate about customer success and want to make a meaningful impact, this opportunity is perfect for you.

Benefits

Fully remote

Competitive salary

Meaningful equity

Full insurance & benefits

Unlimited PTO

$250 / month wellness credit

Constant daily learning

High influence on exciting projects

Qualifications

• 3+ years of experience in customer success or account management.
• Background in SaaS or technology with mid-market customer experience.

Responsibilities

• Onboard and educate mid-market customers to maximize product utilization.
• Monitor customer health metrics and drive renewal and growth.

Skills

Customer Success Management

Account Management

Problem-solving

Communication Skills

Data Analysis

Relationship Building

Tools

Salesforce

HubSpot

Job description

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.

About You

• 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.

Compensation and Benefits

• 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

Join Us

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!