Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 16, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (Mid-Market) at Popl, you will be instrumental in nurturing and growing our valued mid-market customer base. This pivotal role is designed for a proactive and customer-centric individual who thrives on building strong relationships, driving product adoption, and ensuring our clients achieve tangible business outcomes. You will own a portfolio of mid-market accounts, acting as their trusted advisor and primary point of contact, guiding them from seamless onboarding through to long-term success and expansion.
- • Your core responsibility will be to ensure that each customer in your portfolio maximizes the value they derive from Popl's innovative In-Person Go-To-Market platform. This involves deeply understanding their unique business objectives, particularly how they leverage in-person events like trade shows, conferences, and field engagements to drive pipeline and revenue. You will be the champion for these customers within Popl, translating their needs and feedback into actionable insights for our Product, Sales, and Marketing teams.
- • A significant part of your role will involve proactive customer engagement. You will meticulously monitor customer health metrics, identifying potential risks or areas for improvement before they escalate. By maintaining regular communication with key stakeholders and decision-makers, you will foster strong, long-lasting partnerships built on trust and mutual success. This includes conducting regular check-ins, virtual training sessions, and sharing best practices to ensure customers are leveraging the full suite of Popl's AI-native capabilities.
- • You will lead customers through a structured onboarding process, setting clear expectations, defining success criteria, and ensuring rapid and effective product adoption. This hands-on approach is crucial for establishing a solid foundation for each customer's journey with Popl.
- • A key deliverable will be the execution of Quarterly Business Reviews (QBRs) or Annual Business Reviews (ABRs). These sessions are critical for demonstrating the value Popl is delivering, recapping progress against agreed-upon goals, addressing any challenges, and collaboratively planning for future success and growth. You will use data and insights to showcase ROI and identify opportunities for deeper engagement.
- • Collaboration is at the heart of this role. You will work closely with our Account Management team to support renewal processes and identify opportunities for account expansion, driving gross revenue retention and growth within your portfolio. You will also partner with Sales to ensure a smooth handover of new mid-market clients and with internal support teams to resolve any technical or operational issues, ensuring a cohesive and positive customer experience.
- • Furthermore, you will play a vital role in shaping our customer success strategies. By contributing to the creation and standardization of best practices, playbooks, and processes, you will help scale our Customer Success function as Popl continues its rapid growth. Your insights will directly influence how we serve our customers and how we define and deliver on the promise of In-Person Go-To-Market.
- • This role offers a unique opportunity to be at the forefront of a company redefining how businesses connect and grow in the physical world. You will be empowered to make a significant impact, directly contributing to customer retention, satisfaction, and revenue growth, all while working in a dynamic, fully remote environment.
- • You will be responsible for driving product adoption and ensuring customers are leveraging all relevant features to achieve their desired outcomes. This includes educating customers on new features and functionalities as they are released, ensuring they stay ahead of the curve in their event marketing strategies.
- • Ultimately, your success will be measured by your ability to foster strong customer relationships, drive product utilization, achieve high levels of customer satisfaction, and contribute directly to the retention and growth of our mid-market customer base. You are the advocate, the educator, and the strategic partner for our clients.
🎯 Requirements
- • 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a proven track record of managing mid-market clients.
- • Experience in the SaaS or technology industry, specifically managing customer accounts with Annual Recurring Revenue (ARR) typically ranging from $10K to $100K.
- • Demonstrated passion for understanding customer needs and a strong ability to align solutions to deliver measurable business outcomes and ROI.
- • Excellent communication, interpersonal, and presentation skills, with the ability to build rapport and engage effectively with a wide range of stakeholders, from end-users to executive decision-makers.
- • Proactive, self-motivated, and results-oriented with strong problem-solving skills and the ability to manage multiple priorities effectively in a fast-paced environment.
- • Comfortable using data to track customer health, measure success, inform decision-making, and drive strategic conversations.
🏖️ Benefits
- • Fully remote work environment.
- • Competitive salary and meaningful equity options.
- • Comprehensive health, dental, and vision insurance.
- • Unlimited Paid Time Off (PTO).
- • $150 monthly wellness credit.
Skills & Technologies
Mid-level
Remote
About Popl Technologies Inc.
Popl is a technology company specializing in digital contact sharing solutions. Their flagship product, the Popl device, allows users to instantly share their social media profiles, contact information, and websites with a simple tap to another person's smartphone. This eliminates the need for traditional business cards and streamlines networking. Popl offers various products, including NFC-enabled tags and cards, customizable with personal branding. The company focuses on making digital connection effortless and efficient for individuals, creators, and businesses, aiming to revolutionize how people exchange information in the modern, digital-first world. Their platform also provides analytics for users to track engagement.
