Customer Success Manager

The Opportunity 

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 
 
Poppulo is the global leader in the field of software solutions for Employee Communications. We are a fast-paced company with an entrepreneurial and dynamic culture focused on the power of people, both within Poppulo and our customer base. Poppulo offers a dynamic environment with driven, smart and flexible individuals, who thrive on challenges and responsibility.   

 

We are seeking an enthusiastic, customer success focused professional to join our Customer Success Management team. You’ll be managing the customer relationship from on-boarding through to success, renewal and expansion. 

 

 

Core Responsibilities 

Customer Success/Account Management: 

• Supporting our customers in realising their success is key to the role of a Customer Success Manager at Poppulo. Our customers' journey in achieving success is a core component of the role and ensures we are the trusted advisors for our customers within the Internal Communications Industry.  
• Proactively manage new customer onboards - Identifying onboarding needs, requirements and objectives, involving all relevant customer stakeholders in achieving success 
• Coordinate internal resources for the flawless execution of onboards  
• Ensure resource availability and allocation is managed appropriately 
• Develop a detailed onboarding plan to track progress 
• Building a solid partnership with your customer, understanding their challenges and objectives to ensure they achieve their goals through Poppulo 
• Being the voice of the customer in Poppulo and in turn creating customer advocates 
• Working with customers to identify examples of how they successfully used our software and derived value within their business 
• Monitor and act upon Net Promoter Scores provided by customers  
• Seeking and finding opportunities for growth within your customer base and working with the sales team to upsell and cross sell 
• Proactively identifying ‘at risk’ customers and work with them, and various other internal and external stakeholders, to ensure they renew and successfully adopt our software 

  What we’re looking for: 

• A relevant degree (IT/Business, Communications, Marketing) 
• Minimum 3 years experience in an customer facing role 
• Experience delivering solution and service recommendations to meet client business objectives 
• Excellent written and verbal skills with the ability to actively listen to customers and resolve conflicts when needed 
• Technical aptitude and a good understanding of web technologies 
• Time managements skills and the ability to manage many projects at once 
• Experience of working in a SaaS, B2B environment 

Our ideal candidate will also: 

• Have experience in customer success or customer advocacy 
• Experience in Project Management of SaaS based projects 
• Have experience in employee engagement, internal communications or corporate communications 
• Have experience in contract management 
• Ability to keep abreast of changes within an agile business environment 
• Knowledge of Salesforce an advantage 

Compensation 

Annual base salary gross: 55-65K USD Annual. The base salary range represents the low and high end of the Company's contemplated salary range for this position. Actual salaries will vary and will be based on various factors, such as the candidate’s qualifications, skills, competencies, and geographic location. The salary is one component of Company's total compensation package for employees. Other rewards and benefits include variable compensation, short-term incentives, health insurance (sever