Customer Success Manager - EMEA & US

The role

You will own the business side of enterprise accounts in the US and EMEA, including strategy, growth, and executive relationships. You will manage a portfolio of 10 to 25 enterprise accounts using a high-touch model alongside a Digital Project Manager.

What you will do

• Build and maintain trust with senior client stakeholders through a proactive cadence
• Map account governance and open doors with changing contacts
• Lead Steering Committees and business reviews with executive stakeholders
• Own renewals end to end including business cases, negotiation, and closing
• Identify and qualify upsell and cross-sell opportunities
• Turn project data into outcome narratives aligned with client business stakes
• Review and prioritize portfolio by value, risk and renewal proximity
• Detect churn signals early and drive action plans
• Maintain a proactive two-way sync with a Digital Project Manager

Required qualifications

• At least 5 years of experience managing enterprise client portfolios in B2B SaaS as a Customer Success Manager, Strategic Account Manager, or Account Executive
• Personal ownership of the full sales cycle including renewals, upsell, cross-sell, negotiation and closing
• Experience managing a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence
• Ability to qualify and run long, complex cycles with a structured methodology like MEDDIC, BANT, or SPIN
• Experience building and sustaining direct relationships with Directors and C-levels for 12 months or more
• Ability to turn project data into business narratives
• Experience working with US & EMEA based enterprise clients and international stakeholders
• C2 level English speaking and writing skills

Nice to have

• Prior experience of a CSM and PM duo model
• Internal communications, employee advocacy or engagement knowledge
• CS tooling such as Gainsight, Planhat or equivalent
• BI dashboards
• Frontline-worker and manufacturing client contexts

About the company

Poppulo is a fast-growing global technology company that helps organizations reach employees through an AI-powered employee experience platform. The company has teams in the United States, Ireland, France, the United Kingdom, and India.