Strategic Engagement Lead-Customer Success

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.

Role Overview: 

We are seeking an experienced and high-impact Strategic Engagement Lead to join our Customer Success team. 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. 

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. 

Key Responsibilities: 

• 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. 

Qualifications: 

• 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 

Preferred Qualifications: 

• Experience supporting vertical-specific strategies (e.g., healthcare, higher education, retail, etc.) 

• Background in change management or strategic consulting 

• 1+ years of project management experience 

• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero, Totango) 

Compensation:
Annual base salary gross:  $120,000.00-$135,000.00 plus variable USD Annual. The base salary range represents the low and high end of the Company's contemplated salary range for this position. Actual salaries will vary and will be based on various factors, such as the candidate’s qualifications, skills, competencies, and geographic location. The salary is one component of Company's total compensation package for employees. Other rewards and benefits include variable compensation, short-term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few!

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.

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