Job Overview
Location
United States
Job Type
Full-time
Category
Customer Success
Date Posted
April 11, 2026
Full Job Description
đź“‹ Description
- • Lead the post-sale customer experience as Director of Customer Success at Popl Technologies, driving measurable value, expansion, and retention across the customer lifecycle from onboarding to renewal.
- • Manage and develop a team of Customer Success Managers and Support Specialists, setting performance standards, coaching, and fostering a high-accountability, customer-obsessed culture.
- • Own key metrics including GRR, CSAT, and NRR by establishing scalable CS playbooks, segmentation models, and engagement frameworks aligned to customer outcomes and product usage.
- • Oversee the Customer Support function to ensure SLA adherence, resolution quality, and effective feedback loops into Product and Engineering.
- • Partner with Sales, Marketing, and Product within the Revenue org to align on ICP, pipeline health, and customer stories that fuel growth.
- • Build and maintain executive-level relationships with strategic accounts, serving as an escalation point and executive sponsor when needed.
- • Define and own the CS team’s OKRs, reporting cadences, and health scoring methodology, presenting insights and business reviews to leadership.
- • Contribute to a mission-driven culture focused on turning in-person events into a measurable and scalable growth channel for global businesses.
🎯 Requirements
- • 7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
- • Proven track record managing a team of 10+ in a B2B SaaS environment
- • Demonstrated ownership of NRR, GRR, or logo retention targets
- • Deep experience building or scaling CS motions including playbooks, health scores, and QBR frameworks
- • Strong cross-functional collaboration with Sales, Marketing, and Product
- • Comfortable using data to drive decisions with experience in Salesforce, Gainsight, ChurnZero, Custify, or similar tools
🏖️ Benefits
- • Fully remote work arrangement
- • Competitive salary and meaningful equity package
- • Full insurance & benefits
- • Unlimited PTO
- • $150 monthly wellness credit
- • Opportunity to make a measurable impact in a rocket-ship startup redefining In-Person Go-To-Market
Skills & Technologies
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.
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