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  

As Enterprise Customer Success Manager, you will be responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a defined portfolio of enterprise accounts.  You will leverage your customer-facing skills and technical expertise to help customers successfully engage with all our product offerings. You will focus on developing champions in the organizations we work with to ensure maximum adoption and use of solutions purchased as well as identify different areas where our platform can solve customer business challenges. Internally, you will work with the broader pursuit team to develop holistic account strategies that lead to usage expansion and help maintain high CSAT and NPS scores. It is imperative that in talking to our biggest customers you understand all factors in play. 

Key Responsibilities  

• Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams 
• Generate leads for the sales team to pursue 
• Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved 
• Learn the product platform well enough to help users with on the fly inquires and to understand all that is possible 
• Develop relationships with the internal sales teams to ensure everyone is working towards the same goal and to decrease task overlap 
• Understand customer needs well enough to identify use cases that might not be achieving value in the product and executing a plan to increase ROI 
• Facilitate training (by self-service, virtual mods or dedicated training team) for new teams as needed to ensure users are active in the platform 
• Conduct meetings to help customers understand the positive business outcomes they are achieving using the software 
• Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline 
• Ensure any customer inquiries are answered promptly and help identify the best person internally to get involved and escalate when necessary 
• Meet with customers onsite as required to develop positive and beneficial business relationships 
• Ensure creation of internal tickets when unable to resolve product issues 
• Ensure that all customer conversations are recorded using internal tools and that all internal employees that touch the account are aware of pertinent information 
• Engage with onboarding team, project managers, and any other team providing service to the client to ensure client expectations are being met 
• Working aligned to the company's values, in the promotion of an inclusive workplace, and in the achievement of our company vision and key strategies.    

Technical Skills / Competencies  

• Learn the Omni-channel platform and how it is used in each market where Poppulo maintains a presence 
• Salesforce and Churn Zero

Education & Experience  

•  5+ years' experience in customer success, strategic account management or sales experience in a technology B2B environment. Experience commensurate with the size and complexity of assigned customer(s) 
•  Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions 
• B.S./B.A. preferred; equivalent experience in lieu of degree accepted

Why Join Us?

• An excellent workplace culture.
• Competitive salary with performance-related bonuses.
• Comprehensive medical insurance.
• Flexible working hours.
• Educational assistance programs.
• In-house soft skills training.

Who We Are

Named a Great Place to Work for seven consecutive years (2015–2021), Poppulo is one of Ireland’s fastest-growing technology companies. Our innovative communication software meets the needs of internal communicators in leading enterprises worldwide. Trusted by over 400 blue-chip and FTSE 100 organizations, including Boston Scientific, Telefonica, Rolls-Royce, Nestlé, Experian, and Johnson Controls, we help organizations inform, engage, and inspire their employees.

Join a company where our values—High Standards as Standard, Together We’re Better, Adapt to Succeed, Honesty Throughout, Be the Example, Don’t Just Work… Learn, and GET IT DONE—are at the heart of everything we do.

Poppulo is an equal opportunity employer.

We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy.

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  

As Enterprise Customer Success Manager, you will be responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a defined portfolio of enterprise accounts.  You will leverage your customer-facing skills and technical expertise to help customers successfully engage with all our product offerings. You will focus on developing champions in the organizations we work with to ensure maximum adoption and use of solutions purchased as well as identify different areas where our platform can solve customer business challenges. Internally, you will work with the broader pursuit team to develop holistic account strategies that lead to usage expansion and help maintain high CSAT and NPS scores. It is imperative that in talking to our biggest customers you understand all factors in play. 

Key Responsibilities  

• Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams 
• Generate leads for the sales team to pursue 
• Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved 
• Learn the product platform well enough to help users with on the fly inquires and to understand all that is possible 
• Develop relationships with the internal sales teams to ensure everyone is working towards the same goal and to decrease task overlap 
• Understand customer needs well enough to identify use cases that might not be achieving value in the product and executing a plan to increase ROI 
• Facilitate training (by self-service, virtual mods or dedicated training team) for new teams as needed to ensure users are active in the platform 
• Conduct meetings to help customers understand the positive business outcomes they are achieving using the software 
• Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline 
• Ensure any customer inquiries are answered promptly and help identify the best person internally to get involved and escalate when necessary 
• Meet with customers onsite as required to develop positive and beneficial business relationships 
• Ensure creation of internal tickets when unable to resolve product issues 
• Ensure that all customer conversations are recorded using internal tools and that all internal employees that touch the account are aware of pertinent information 
• Engage with onboarding team, project managers, and any other team providing service to the client to ensure client expectations are being met 
• Working aligned to the company's values, in the promotion of an inclusive workplace, and in the achievement of our company vision and key strategies.    

Technical Skills / Competencies  

• Learn the Omni-channel platform and how it is used in each market where Poppulo maintains a presence 
• Salesforce and Churn Zero

Education & Experience  

•  5+ years' experience in customer success, strategic account management or sales experience in a technology B2B environment. Experience commensurate with the size and complexity of assigned customer(s) 
•  Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions 
• B.S./B.A. preferred; equivalent experience in lieu of degree accepted

Why Join Us?

• An excellent workplace culture.
• Competitive salary with performance-related bonuses.
• Comprehensive medical insurance.
• Flexible working hours.
• Educational assistance programs.
• In-house soft skills training.

Who We Are

Named a Great Place to Work for seven consecutive years (2015–2021), Poppulo is one of Ireland’s fastest-growing technology companies. Our innovative communication software meets the needs of internal communicators in leading enterprises worldwide. Trusted by over 400 blue-chip and FTSE 100 organizations, including Boston Scientific, Telefonica, Rolls-Royce, Nestlé, Experian, and Johnson Controls, we help organizations inform, engage, and inspire their employees.

Join a company where our values—High Standards as Standard, Together We’re Better, Adapt to Succeed, Honesty Throughout, Be the Example, Don’t Just Work… Learn, and GET IT DONE—are at the heart of everything we do.

Poppulo is an equal opportunity employer.

We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy.

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 

We are seeking an enthusiastic, customer success focused professional to work with the Customer Success Team. In this role you will oversee all aspects of projects and support for assigned accounts. This role will be interacting directly with customers, Poppulo executives and leaders of other departments. This role has a significant impact on the customer experience with Poppulo and can affect retention. It will require project management expertise, time management skills and attention to detail, teamwork and desire to deliver excellent customer service.   

You will be supporting multiple client account portfolios. As such, this position will work closely with a small team and needs to occasionally step into other team roles, which may include tasks related to the functionality and appearance of visual communication solutions, delivering customer training and implementing visual communication networks. 

Key Responsibilities 

• Develop relationships across the portfolio of accounts to drive value for all customer on their journey  
• Schedule monthly cadence and continually seek out opportunities to increase customer satisfaction and deepen client relationships.  
• Perform proactive reach by conducting strategic engagements like QBRs, Success Plans, etc.
• Address majority of client issues, escalate it to the support team and resolve problems to client’s satisfaction  
• Deliver product demo and new features walkthrough in Teams calls with the clients
• Adopt and use AI technologies to the impact the customer experience and communication 
• Serve as the first line of contact for renewal, upsell, product demos, support issues escalation
• Assist in defining client standards and process for new projects during implementation and work closely with the implementation team to make sure the customer is in green health while going live  
• Drive clients toward contract renewals through effective relationship management and negotiate on the renewals to save churn
• Identify opportunities for improvement, discover and share new use cases with the clients to promote upsell and cross sell
• Working closely with the Renewal Managers (RM) and/or other members of the Accounting/ Customer Education/Legal team to determine and implement needs as required by evolving process strategy and client scope  
• Provide weekly detailed status reports where applicable    
• Contribute to team building and knowledge sharing opportunities 

What we’re looking for: 

• Strong written and verbal communication skills 
• Strong analysis and problem-solving skills 
• Ability to learn custom software packages and products quickly 
• Demonstrated ability to communicate effectively using both oral and written skills both 

Our ideal candidate will also: 

• 4+ years’ experience in Customer Success Management
• Bachelor’s degree in related field or equivalent experience 
• Experience with Salesforce – creating reports, dashboards, metrics. 
• Excellent time management and multi-tasking skills 
• Great attention to detail and excellent decision-making and problem-solving skills 
• Ability to work independently and as part of a team 
• Ability to manage and prioritize multiple competing priorities 

Note: Should be Willing to work in UK shifts

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 are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy.