Customer Success Manager - EMEA & US
The Opportunity
The role
You own the business side of enterprise accounts in US & EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first.
You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing.
Key Responsibilities
Relationships and sponsorship
Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal.
Map each account's governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet.
Lead Steering Committees and business reviews with executive stakeholders.
Commercial ownership
Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close.
Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy.
Turn project data into outcome narratives aligned with each client's business stakes: ROI, adoption, impact.
Execution with your DPM
Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly.
Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan.
Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals
Required Skills & Experience
What we are looking for
This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself. We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer.
Required experience and skills
You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership.
You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself.
You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account.
You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal.
You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases.
You turn project data into business narratives: you select the indicators that matter to your client's stakes (ROI, adoption, impact) instead of reporting raw activity.
You have worked with US & EMEA based enterprise clients and international stakeholders.
You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English.
Nice to Have
Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts.
Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early.
Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly.
Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client's business goals. Prior experience of a CSM and PM duo model is a plus.
Humility and coachability. You self-assess honestly and integrate feedback fast.
Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline-worker and manufacturing client contexts are all pluses, none is required.
Who We Are
We’re a values-driven company. We want people to bring their best selves to work and have a real hand in the products we build and the culture we build together. You’ll be surrounded by smart, warm people who like a challenge, take ownership, and care about doing work that matters. If that sounds like your kind of place, come join us.
We live the Poppulo values each day because they are central to everything we do.
Bring Your Best Self - We show up authentically, remain self-aware, and always strive to improve.
See It. Own It. Solve It - We proactively innovate and solve problems for our customers and one another. We set high standards for our work, build a culture of learning, and acknowledge both our successes and our failures.
Together, We’re Better - We value and celebrate our diversity. We learn from others, respect their expertise, and focus on building trust. That’s what makes us a team.