Director of Customer Success, Poppulo
+ Variable compensation
Customer & employee communications experience software
Be an early applicant
Customer & employee communications experience software
501-1000 employees
Be an early applicant
+ Variable compensation
501-1000 employees
Company mission
To help businesses connect people, systems, and ways of working to deepen relationships and move forward together.
Role
Who you are
- 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 functional collaboration skills
What the job involves
- 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
- 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
- Plan and coordinate work activities, connecting the work of the team with the vision, goals and success of the organization
- 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
Our take
Poppulo delivers the world’s first communications experience platform, Poppulo Harmony, that unites multiple communications channels in one content creation and publishing experience. Through the Harmony platform, businesses can improve both internal and external communications, improving employee engagement and the customer experience.
Poppulo was first launched as an email marketing solution, but it underwent a dramatic rebranding in order to focus on internal communications. This move proved successful, with the company going on to serve thousands of businesses including Santander, Rolls-Royce and Asos. In 2021, a merger with Four Winds saw Poppulo valued at around $1 billion, establishing it as a major player in the communications market.
It was in 2022 that Poppulo released the Harmony platform, adding customer communication capabilities to its employee engagement toolkit, and becoming a one-stop-shop for all its clients' communication needs. Having already secured a significant foothold, the company has been focused on furthering its international expansion while building out its executive team. A round of layoffs in 2023 is certainly not good news, but it does appear to be a result of the wider economic situation rather than anything else.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (1 round)
Jan 2019
$35m
LATE VC
Total funding: $35m
Company benefits
- 401K
- Healthcare including dental & vision plans
- Remote-friendly working
- Flexible working hours
- Flexible PTO
- Opportunity to grow and progress
- Great working environment
- ClassPass membership
- Wellbeing programs
- Office events and socials
- Top of the range toolset
Company HQ
Civic Center, Denver, CO
Leadership
Andrew O'Shaughnessy
(CEO)Previously worked as an Independent Consultant for companies including Intel. Was Chairman of the Irish Internet Association.
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