Customer Success Manager (Mid-Market)

Popl Co

1d•$100,000 - $150,000•Remote

About The Position

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.

Requirements

3+ years in customer success, account management, or a similar customer-facing role, preferably with mid-market customers.
Background in SaaS or technology, with experience managing customer accounts ranging from $10K-$100K ARR.
Passion for understanding customer needs and aligning solutions to deliver measurable outcomes.
Strong communication and interpersonal skills, with the ability to connect with a wide range of stakeholders.
Self-starter with excellent problem-solving skills and the ability to manage multiple priorities effectively.
Comfortable using data to track customer health, measure success, and inform decision-making.
Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
Comfort with QBRs/ABRs, health checks, account mapping and other common customer success processes.

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.