客户成功经理
Customer Success Manager
## **关于我们**
Popl 正在定义一个我们称之为“线下市场推广（In-Person Go-To-Market）”的新类别。
我们帮助营收团队将现实中的互动——展会、会议、现场活动和会议——转化为可衡量的销售线索和收入。我们的 AI 原生平台支持活动客户获取、增强和实时 CRM 同步，将每次徽章扫描转化为高质量、可操作的销售线索。
在这个数字渠道已经饱和的世界里，我们正在构建使线下市场推广可衡量、可扩展且能带来收入的基础设施。我们的使命很简单：帮助全球公司把线下活动转化为可衡量和可扩展的增长渠道。
## **职位描述**
作为 Popl 的**中型市场客户成功经理（Customer Success Manager, Mid-Market）**，你将负责管理一组中型市场客户，确保他们顺利上手，实现目标，最大化产品使用率，并体验我们解决方案的全部价值。你将向**客户成功总监**汇报，与客户、内部团队和决策者紧密合作，推动账户内的总收入留存、使用率和满意度。
## **你将负责**
- **新客户上手：** 引导中型市场客户完成无缝的上手流程，明确目标并确保良好的使用率。
- **监控健康状况和参与度：** 定期跟踪客户健康指标，主动解决风险以确保长期成功。
- **建立关系：** 与关键利益相关者和决策者保持定期沟通，加强关系并提供价值。
- **客户教育：** 进行虚拟培训课程，分享最佳实践，并介绍新功能以最大化产品使用率。
- **开展业务回顾：** 主导季度或半年度的业务回顾，总结进展，解决挑战，并对未来的目标达成一致。
- **推动续约和增长：** 与客户经理团队合作，支持续约对话并识别扩展机会。
- **为客户发声：** 成为客户的代言人，向产品、销售和市场营销团队提供反馈以改善整体体验。
- **跨职能协作：** 与内部团队合作解决问题、实施解决方案，并提供一致的客户旅程。
- **流程创建：** 协助创建并标准化客户成功最佳实践。
## **我们寻找的人选**
- **经验：** 3 年以上客户成功、客户管理或相关领域的工作经验
查看英文原文
## **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 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
- $150 monthly wellness credit
- Constant daily learning
_Popl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic._