Customer Success Manager (Mid-Market)

Popl Co; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Popl Co is seeking a motivated Customer Success Manager (Mid-Market) to enhance relationships with mid-market clients. This role involves onboarding customers, monitoring engagement metrics, and advocating for customer needs while driving satisfaction and revenue retention.

Benefits

Meaningful equity

Full insurance & benefits

Unlimited PTO

$250 / month wellness credit

Qualifications

• 3+ years in customer success or account management.
• Experience with mid-market customers is preferred.
• Comfortable using data to track customer health.

Responsibilities

• Lead onboarding of mid-market customers and monitor health metrics.
• Conduct virtual training sessions and business reviews.
• Collaborate with internal teams and advocate for customers.

Skills

Customer focus

Relationship-building

Data-driven

Proactive mindset

Tools

CRM tools

Job description

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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.
• Fully remote
• 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!

How to Stand Out

Connect with Jason Alvarez-Cohen, CEO at Popl, (linkedin.com/in/jasonalco) on LinkedIn, and include a personalized note (max length 300 characters) explaining why you're interested in this role...

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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