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
We're looking for a seasoned Director of Customer Success to lead the post-sale customer experience across our growing customer base. This is a critical leadership role within our unified Revenue org. You'll own the full customer lifecycle from onboarding through renewal, driving measurable value, expansion, and long-term retention. You'll manage a team of Customer Success Managers and oversee our Customer Support function, ensuring every customer touchpoint reflects the quality and impact we promise.
What You’ll Own
- Lead and develop a team of CSMs, and Support Specialists setting performance standards, coaching, and building a high-accountability, customer-obsessed culture.
- Own the full post-sale customer lifecycle: onboarding, adoption, value delivery, expansion, and renewal with direct accountability for GRR, CSAT, and other core metrics.
- Establish and iterate on scalable CS playbooks, segmentation models, and engagement frameworks that align to customer outcomes and product usage signals.
- Oversee the Customer Support function, ensuring SLA adherence, resolution quality, and a feedback loop back into Product and Engineering.
- Partner closely with Sales, Marketing, and Product as part of the Revenue org — aligning on ICP, pipeline health, and customer stories that fuel growth.
- Build and maintain executive-level relationships with strategic accounts, stepping in as an escalation point and executive sponsor when needed.
- Help to define and own the CS team's OKRs, reporting cadences, and health scoring methodology; present insights and business reviews to the leadership team.
Required Experience
- 7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
- Proven track record managing a team of 10+ in a B2B SaaS environment
- Demonstrated ownership of NRR, GRR, or logo retention targets
- Deep experience building or scaling CS motions - playbooks, health scores, QBR frameworks
- Strong cross-functional collaboration with Sales, Marketing, and Product
- Comfortable using data to drive decisions - Salesforce, Gainsight, ChurnZero, Custify or similar
What Will Set You Apart
- Background working with Marketing, Growth, or RevOps teams
- Track record of building a CS org that functions as a true revenue driver, not just a retention function
- Ability to operate at both the strategic and hands-on level — coach the team and get in the weeds on a critical account
- Experience designing tiered CS models that scale across segments
- Strong executive presence with the ability to influence internally and with customers
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