Scaled Program Manager, 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. 

The Opportunity:

As the Scaled Programs Manager, Customer Success, you will be responsible for driving Customer Success at scale across thousands of customers, ensuring the delivery of engaging touchpoints through various channels. 
This role involves coordinating and maintaining existing engagement initiatives, developing new programs, leveraging scalable customer engagement tools, and collaborating with cross-functional teams to increase product adoption and drive retention and growth.

Responsibilities:

• Cross-functional alignment
  • Collaborate with CX and CS Leadership to develop programs that identify and engage customers based on insights and behavior.
  • Work cross-functionally (Marketing, Product, CS) to understand requirements for scaled programs and campaigns that increase efficiency and effectiveness across segments, use cases and verticals.
    
    
• Many programs & collateral
  • Design and co-ordinate 1:many and 1:few customer engagement activities leveraging email, web, community, self-service, in-product and other touchpoints to optimize the customer experience.
  • Identify collateral gaps in our 1:many experiences and create a plan to fill them.
    
    
• Digital customer communication
  • Serve as a point of contact for stakeholder requests for scaled Customer Success communications, establishing priority, goals and scheduling.
  • Work with automation tools to build workflows and communication cadences that support customer success plays.
  • Coordinate scheduling of live events and webinars, ensuring globally consistent and valuable content to customers.
    
    
• Program analytics & infrastructure
  • Proactively analyze customer insights and usage patterns to drive higher engagement and retention through scalable solutions.
  • Monitor industry trends to recommend new technologies or tactics for customer success at scale.

What we're looking for:

• 5+ years of experience in Digital Marketing, CS or Sales Operations
• Knowledge of Customer Success Management and CS programs
• Strong written communication skills to ensure clear and engaging communication with customers
• Experience with email marketing, marketing automation, CRM systems, and digital marketing strategies.
• Bachelors degree or equivalent experience.
• Exceptional communication, organizational, and project management skills.
• Ability to move from ideation to execution.
• Proven experience working cross-functionally.
• Ability to work independently, prioritize projects, and manage resources.

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.