Customer Success Manager (Mid-Market)

Who We Are Popl is defining a new category we call In-Person Go-To-Market. We help revenue teams turn real-world interactions — trade shows, conferences, field events, and meetings — into measurable pipeline and revenue. Our AI-native platform powers event lead capture, enrichment, and real-time CRM sync, transforming every badge scan into a high-quality, actionable lead. In a world where digital channels are saturated, we're building the infrastructure that makes in-person GTM measurable, scalable, and revenue-driving. Our mission is simple: help companies around the world turn in-person events into a measurable & scalable growth channel. 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. What We’re Looking For 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. Why Join Us? Be part of a rocket-ship startup redefining how professionals connect and grow Work closely with experienced leaders Make a measurable impact in a role critical to our long-term success. Full insurance & benefits + 401K for all employees Free $150/month wellness credit Competitive salary Meaningful equity Unlimited PTO Fully remote Constant daily learning