Introduction
Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?
We help businesses connect people, systems, and ways of working to deepen relationships and move forward together. And we do that at enterprise scale.
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. So is managing office space in a hybrid world. 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.
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.
Poppulo is a leading provider of employee communications software, dedicated to helping organizations maximize their internal communication strategies. Our innovative platform empowers businesses to effectively engage with their employees, driving productivity and fostering a positive work culture.
Role Overview: As the Customer Success Manager at Poppulo, you will play a pivotal role in driving the success of our customers by leading and coordinating various initiatives to support our Customer Success Managers and advance our business objectives. This is a position that demands expertise in developing and optimizing customer success processes, leveraging technology, and nurturing talent within the team. The ideal candidate will have a keen focus on metrics, deriving actionable insights, and implementing interventions to ensure customer satisfaction and retention.
Key Responsibilities:
- Reporting to the VP of Transformation and Strategy, Collaborate with the Customer Success Leadership Team to define and design the customer success strategy for Poppulo.
- Identify and integrate appropriate Customer Success tools, such as adoption/consumption metrics, product support metrics, and predictive analysis tools.
- Provide operational support for the Customer Success and the Professional Services teams and optimize internal escalation processes to enhance efficiency and customer satisfaction.
- Deliver metrics and insights to senior leadership on performance across the Customer Success lifecycle, including onboarding, retention across segments, customer success qualified leads, customer health score, Adoption, Quarterly Business Reviews (QBRs), and more.
- Develop strategies, tactics, and operational plans for Customer Success Managers, including playbooks, Customer Success Plans, and QBR frameworks, to drive adoption, expansion, and retention.
- Collaborate with internal stakeholders and external partners to roll out and deliver customer success programs for new product offerings.
- Oversee timely and effective customer account reviews, with a focus on renewals, retention, and churn reduction.
- Partnering with Enablement & CS Leaders on the programs to support operational excellence/change, QBR coaching etc.
- Ensure alignment between Customer Success and global services, professional services, sales, marketing, finance, and other departments to deliver exceptional customer experiences and meet service level agreements (SLAs).
- Own and oversee various applications used to support the Customer organization including management of enhancements and change e.g. Salesforce, OpenAir, Power BI etc
Key Requirements:
- Minimum of three years' experience in leading and developing customer success processes
- Proven track record of driving customer success initiatives and achieving retention and expansion targets.
- Strong analytical skills with the ability to derive insights from data and translate them into actionable strategies.
- Experience with Customer Relationship Management (CRM) systems, particularly Salesforce, including proficiency in navigating and utilizing its functionalities.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels.
- Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities and business needs.
Nice to Have:
- Familiarity with data visualization tools such as Power BI or similar, to enhance data analysis and reporting capabilities.
At Poppulo, we are committed to fostering a culture of success where every employee has the opportunity to grow and make a meaningful impact. If you are passionate about driving customer success and thrive in a collaborative environment, we invite you to join our team and be part of our journey towards excellence.
Why Us?
- A “Great Places to Work” listed company – so we really do value people
- Ability to meaningfully impact our business and play a key role in our success
- Annual PTO
- Competitive compensation package
- Potential for career advancement in a fast paced growing organization
- Company Insurance
- Pension Match
- Fun, flexible working environment
- Maternity, Parental, Adoption and Bereavement Leave. Funding towards adoption costs.
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.
We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, “Vista”), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at: https://www.vistaequitypartners.com/companies/ and Vista’s privacy policy at https://www.vistaequitypartners.com/privacy/. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.
