Director, Customer Success

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. 

 

Job Summary 

This role focuses on post-sale activities that support successful renewals, including revenue expansion. You will be responsible for implementing initiatives that drive product utilization, ensuring smooth sales to success transitions, preventing and resolving client challenges, managing at-risk clients, and motivating a team to deliver exceptional results.

 

Key Responsibilities 

• Drive revenue expansion and own the churn metric for an entire geography.
• Work with clients of all sizes to utilize functionality across the platform.
• Collaborate with leadership to define and implement an appropriate operating model, metrics, ongoing performance measurement, and workflows.
• Implement operational improvements based on business priorities, data insights, and user feedback.
• Collaborate across the company with teams such as sales, operations, marketing, and product development to improve processes.
• Ensure Customer Success teams deliver revenue growth, minimize churn, and achieve all other key performance indicators (KPIs).
• Partner with internal teams to define and execute cross-functional strategic operational initiatives within Customer Success.
• Promote customer strategies horizontally across the company, collaborating with functions like Product, Engineering, Delivery, Sales, and Support.
• Regularly engage with key accounts to identify customer experience gaps and promote a deeper understanding of our users.
• Work aligned with the company's values, promoting an inclusive workplace, and achieving our company vision and key strategies.
• Leadership:
• Plan and coordinate work activities, connecting the team's work with the organization's vision, goals, and success.
• Nurture a culture of continuous improvement, agility, and resilience.
• Establish key objectives/metrics to measure performance and ensure reports have the information, tools, and resources necessary to meet their goals.
• Identify and clear blockers, communicating changes in priority or focus in a timely manner.
• Provide regular and continuous feedback concerning performance and apply appropriate performance interventions when needed.
• Play a key role in the engagement and retention of direct reports, ensuring they feel supported, heard, and are given the appropriate level of autonomy.
• Facilitate development conversations, encouraging reports to identify career goals and areas for growth, collaborating to establish development plans and encourage actions in support of their growth.

 

Technical Skills / Competencies 

 

• 7+ years of relevant experience working within success, support or sales at enterprise level SaaS company.
• 3+ years of experience in building and managing high performing Strategic CSM teams within SaaS organizations. 
• Excellent verbal and written communication skills. 
• Previous experience selling into or driving strategy with executive stakeholders with an emphasis on ROI and value realization. 
• High level of business acumen and understanding of how revenue leaders work and think. 
• Passionate about providing an exceptional customer experience 
• Proven success in coaching, leadership and issue resolution
• Creative, resourceful, detail-oriented, and well-organized. 
• A strong team player, a self-starter who thrives in a fast-paced, high-growth environment. 
• A self-driven, high energy leader with excellent cross f