Strategic Engagement Lead, Poppulo

• Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?
• This role is designed for a senior individual contributor who thrives in dynamic environments, excels at navigating complex customer relationships, and is passionate about driving strategic outcomes across both internal and external stakeholders
• 5+ years of experience in Customer Success, Account Management, or equivalent client-facing roles in a SaaS or enterprise software environment
• Demonstrated success managing complex, enterprise-level customers with high ARR and multi-stakeholder engagement
• Proven ability to influence at the C-suite level, both internally and externally
• Strong executive presence, with excellent communication, presentation, and relationship-building skills
• Experience driving cross-functional projects and mentoring other team members
• Ability to operate independently and proactively in a fast-paced, high-growth environment
• Familiarity with customer lifecycle methodologies, EBR frameworks, and success planning tools

Desirable

• We are seeking an experienced and high-impact Strategic Engagement Lead to join our Customer Success team
• The Strategic Engagement Lead will manage a portfolio of our most sophisticated and highest-value clients (>$1M ARR), owning long-term success and retention while serving as a strategic advisor to senior stakeholders
• This role is also expected to influence across the broader organization—collaborating closely with Sales, Product, and Marketing—while mentoring CSMs and leading initiatives that shape our customer experience
• Executive Client Management
• Own strategic relationships with a select group of high-value, high-complexity clients. Serve as a trusted advisor to executive stakeholders, driving alignment on business objectives and long-term partnership goals
• Strategic Program Leadership
• Independently develop and lead customer success initiatives including new EBR frameworks, client maturity models, adoption strategies, and vertical-specific engagement plans
• Internal Influence & Mentorship
• Act as a strategic voice across Customer Success, mentoring other CSMs, partnering with CS leadership, and contributing to internal enablement efforts
• Cross-Functional Collaboration
• Partner with Product, Sales, and Marketing leadership to shape the roadmap, drive feedback loops, co-create value narratives, and support go-to-market efforts in strategic verticals
• Project Management & Executive Communication
• Own and drive strategic projects that span departments and impact executive-level decision-making. Confidently present business cases, customer insights, and engagement strategies to internal and external executives
• Process Innovation & Rollout
• Lead the implementation of new processes, tools, or frameworks that elevate the CS team's performance and scale best practices across the organization