Director, Customer Success

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