Popl Co

As a Customer Success Manager, you will onboard mid-market customers, ensuring they achieve their goals and maximize product adoption. You will also monitor customer health metrics and build relationships with key stakeholders to drive retention and satisfaction. | Candidates should have 3+ years of experience in customer success or account management, preferably with mid-market customers. A background in SaaS or technology and strong communication skills are essential. | Who We Are Popl is building the first In-Person Marketing Platform—replacing outdated lead retrieval tools with a unified system that empowers teams to turn real-world connections into revenue. We help go-to-market teams capture more leads, act faster, and measure everything. From lead capture to CRM sync, Popl makes every interaction count. 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. 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. Why join us? Be part of a rocket-ship startup redefining how professionals connect and grow. Work closely with experienced leaders and cross-functional teams to shape our financial strategy. Make a measurable impact in a role critical to our long-term success. Fully remote Competitive salary Meaningful equity Full insurance & benefits Unlimited PTO $250 monthly wellness credit Constant daily learning**** About Popl Popl is defining a new space as the first ever in-person marketing platform. Our SaaS products help companies and professionals instantly share contact info, capture leads, export to CRMs, and more. We’re on a mission to empower every person and organization to grow faster, one connection at a time.

Drive net revenue retention through renewals, upselling, and cross-selling while managing customer relationships and collaborating with sales and success teams. | 3-5 years B2B SaaS account management experience with proven renewal and upsell success, Salesforce and Stripe proficiency, strong communication and negotiation skills, and ability to analyze customer data. | About the Role We are seeking a dynamic and experienced Mid-Market Account Manager to join our growing team at Popl, the market leader in lead capture & digital business card software for teams! In this newly established role, you will work closely with our Account Executives and Customer Success teams to ensure customers realize ongoing value from our platform leading to strong retention and growth. You will be responsible for identifying expansion opportunities, mitigating churn risks, and fostering long-term relationships with key accounts. What You’ll Do Own and drive Net Revenue Retention (NRR): Ensure customer retention and expansion to maximize revenue growth. Manage renewals: Proactively engage with customers to secure timely contract renewals. Identify expansion opportunities: Work with customers to upsell and cross-sell solutions that align with their business needs. Maintain Product Knowledge: Gain deep understanding of multiple products and be confident communicating their value Collaborate cross-functionally: Partner with Account Executives and Customer Success Managers to deliver a seamless customer experience. Monitor customer health: Track engagement metrics, adoption trends, and risk signals to proactively address challenges and identify areas for growth Negotiate contracts: Ensure favorable terms while maintaining strong relationships. What We’re Looking For 3-5 years of experience in account management within a B2B SaaS company. Proven track record of driving renewals and upsell revenue Excellent communication, negotiation, and relationship management skills. Ability to analyze customer data to identify risks and opportunities. Experience working with Salesforce and Stripe Direct revenue closing experience (renewals, cross-sell/upsell, or new business) Ability to anticipate customers’ needs to identify growth opportunities across various types of accounts Excellent verbal and written communication skills, as well as interpersonal skills Organizational, project management, and time management skills High adaptability and desire to operate in a fast-paced, ever-changing startup environment Nice to Haves Industry Knowledge: Experience in the lead capture, digital business card, or related tech industry. Networking Skills: Established network of mid-market contacts and decision-makers. Analytical Skills: Ability to analyze customer metrics and derive actionable insights to improve performance. Continuous Learning: At Popl, we are excited to learn new things every single day. Being a curious and continuous learner is paramount. Team Player: Willingness to join and help cultivate a positive team culture. Our team is young, full of energy, and so excited about our mission. We’d like to have you join us! Why join us? Be part of a rocket-ship startup redefining how professionals connect and grow. Work closely with experienced leaders and cross-functional teams to shape our financial strategy. Make a measurable impact in a role critical to our long-term success. Fully remote Competitive salary Meaningful equity Full insurance & benefits Unlimited PTO $250 monthly wellness credit Constant daily learning**** About Popl Popl is defining a new space as the first ever in-person marketing platform. Our SaaS products help companies and professionals instantly share contact info, capture leads, export to CRMs, and more. We’re on a mission to empower every person and organization to grow faster, one connection at a time.