Enterprise Customer Success Manager

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity

As an Enterprise Customer Success Manager at Poppulo, you will be a key player in driving customer success for our enterprise clients. Your primary responsibilities will include ensuring high levels of customer satisfaction, retention, and growth by delivering exceptional service and value. You will work closely with clients to understand their business goals, optimize their use of Poppulo’s platform, and drive adoption of new features. 

You will be responsible for managing a portfolio of strategic accounts, proactively identifying and mitigating risks, and ensuring that customers realize maximum value from their investment in Poppulo. Your role will involve collaborating with cross-functional teams to address customer needs, conducting regular business reviews, and providing insights and recommendations to help clients achieve their objectives. 

In this role, you will also play a critical part in driving revenue expansion by identifying opportunities for upsell and cross-sell within your accounts. Additionally, you will act as the voice of the customer, providing feedback to internal teams to help shape the future of our products and services. Demonstrating executive presence and effectively engaging with C-suite executives will be crucial to your success. 

Key Responsibilities

• Serve as the primary point of contact for a portfolio of enterprise clients, building strong relationships and ensuring their success with Poppulo. 

• Drive customer retention and growth by delivering value through Poppulo’s platform and services. 

• Conduct regular business reviews and provide strategic insights to help clients achieve their business goals. 

• Proactively identify and address any issues or risks that may impact customer satisfaction or retention. 

• Collaborate with internal teams, including Sales, Product, and Support, to ensure a seamless customer experience. 

• Identify opportunities for upsell and cross-sell, contributing to revenue growth. 

• Act as a customer advocate, providing feedback to internal teams to inform product development and service improvements. 

• Monitor and report on key customer success metrics, ensuring alignment with company goals and objectives. 

• Demonstrate executive presence and engage effectively with C-suite executives to drive strategic conversations and outcomes

Candidate Expertise Required 

• Proven experience in a customer success or account management role, preferably with enterprise clients. 

• 3+ years of experience as a Customer Success Manager, Account Manager, Project Manager, or similar roles at a SaaS company. 

• Strong understanding of SaaS products and the ability to quickly learn new technologies. 

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders. 

• Demonstrated ability to drive account planning and mitigate usage risk. 

• Analytical mindset with the ability to provide strategic insights and recommendations to client partners. 

• Proactive problem-solving skills and the ability to manage multiple priorities in a fast-paced environment. 

• Experience with CRM and customer success platforms is a plus. 

• Demonstrated executive presence and experience connecting with and influencing C-suite executives. 

• B.S./B.A. preferred; equivalent experience in lieu of degree accepted 

Why Us? 

• An excellent workplace culture 
• Competitive salary 
• Company performance-related bonus
• Medical insurance 
• Flexible working hours 
• Educational assistance 
• In-house soft skills training 

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
  We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
  We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better
  We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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