Customer Success Engineer

<p><strong><span data-contrast="none">Introduction</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="none">Are you searching for an opportunity to play a key role in contributing to the dramatic growth of a highly successful software company?</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="none">At Poppulo, we’re working on what’s next in communications and workplace technology. As a recognised organisation 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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="none">And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organisations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="none">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 succeed.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><strong><span data-contrast="auto">Job Summary</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="auto">Poppulo is expanding its global Customer Success Engineering team, and this role adds capacity in US to support our US and global customer base. Customer Success Engineers are the technical owners of the customer relationship after the sale, working alongside Customer Success Managers to turn a signed contract into launched, adopted, measurable outcomes, and then to keep those outcomes compounding through every renewal that follows.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">The work is hands-on and outcome led. You will get customers to real adoption of what they have bought and then look for the pattern behind it: the playbook, the reusable asset, the piece of enablement that lets the next twenty customers reach the same outcome without twenty separate engagements. Some accounts will fund dedicated coverage and expect an embedded engineer; most you will cover across a wider portfolio, deciding where your time matters most based on retention risk and expansion opportunity. Where a customer buys a scoped implementation or a significant build, our Professional Services team delivers it and you pick up the ongoing technical ownership from there, so the customer keeps a consistent technical partner long after the project closes.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">Success is measured by adoption and gross revenue retention across the accounts you cover, not by hours logged, tickets closed, or billable delivery. You will be central when an escalation or a critical implementation demands deep technical help, but much of your impact should come from customers succeeding before anyone has to escalate, and from the scaled approaches that make that repeatable.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><strong><span data-contrast="auto">Key Responsibilities</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<ul>
<li><span data-contrast="auto">Own the technical relationship for an assigned set of accounts, partnering with the Customer Success Manager who owns the commercial relationship, so the customer experiences one team rather than a series of handoffs.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Drive measurable adoption across your accounts: define what a successful technical outcome looks like, track whether the customer is reaching it, and intervene early when the signals turn.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Work directly in customer environments to configure and optimize Poppulo experiences, accelerating time to value new adoption and deepening usage of what is already live.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Deliver enablement and training that makes customer admins and content owners more self-sufficient as needed to protect revenue</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Prioritize across a portfolio, making judgement calls on where technical attention will most reduce churn risk or unlock expansion, and time boxing engagements against a clear reason for being there.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Step in as the technical lead during escalations and critical situations, coordinating support to a resolution the customer can see, while working to reduce how often those situations arise.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Surface expansion opportunities uncovered through technical work, qualifying new use cases and handing them to the commercial team with the technical case already made.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Partner closely with Professional Services on scoped implementations and build projects: contribute to the account context going in and take on continuous technical ownership once the project is delivered.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Work as part of a globally distributed Customer Success Engineering team, sharing coverage, context, and escalation support across regions and time zones.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Represent the customer's technical reality internally, feeding defects, gaps, and roadmap needs into Product and Engineering with the evidence to make them actionable.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><span data-contrast="auto">Build the scaled approaches that extend your reach: reusable playbooks, reference configurations, enablement of assets, and repeatable interventions that lift outcomes across many accounts rather than one at a time.</span><span data-ccp-props="{"335559739":80}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Technical Skills / Competencies</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559685":0,"335559737":0,"335559738":0,"335559739":0}"> </span></p>
<ul>
<li>4+ years in a customer-facing technical role such as success engineering, solutions engineering, technical account management, or enterprise implementation. </li>
<li>Demonstrable track record of driving adoption and technical outcomes for enterprise customers beyond initial launch, rather than project delivery and handover. </li>
<li>Experience working across multiple accounts simultaneously and prioritising independently. </li>
<li>Working knowledge of enterprise technical infrastructure: SSO and identity management, APIs and integrations, web technologies, security and industry compliance. </li>
<li>Experience contributing to retention or expansion outcomes, whether formally measured or through influence on renewals. </li>
<li>Proven ability to learn new technologies independently and become productive quickly. </li>
<li>Third-level qualification in a technical discipline, or equivalent practical experience. </li>
</ul>
<p><strong><span data-contrast="auto">Technical Skills / Competencies</span></strong><span data-ccp-props="{"335559738":280}"> </span></p>
<ul>
<li><strong><span data-contrast="auto">Driving adoption and technical outcomes.</span></strong><span data-contrast="auto"> Able to define what success looks like inside an account, get the customer there, and evidence it. Judged on whether the customer is genuinely using and valuing the platform, not on activity delivered.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><strong><span data-contrast="auto">Building for scale.</span></strong><span data-contrast="auto"> Instinctively turns a solved problem into a playbook, reference configuration, or enablement asset, so the next customer benefits without a repeat engagement.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><strong><span data-contrast="auto">Hands-on technical capability in enterprise SaaS.</span></strong><span data-contrast="auto"> Comfortable configuring within a platform, working with APIs and integrations, and troubleshooting across enterprise infrastructure including SSO and access management, web technologies, security, and compliance.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><strong><span data-contrast="auto">Portfolio judgement.</span></strong><span data-contrast="auto"> Can hold many accounts at once and decide independently where technical attention creates the most value, without waiting to be assigned.</span><span data-ccp-props="{"335559739":80}"> </span></li>
<li><strong><span data-contrast="auto">Credible communication at every level.</span></strong><span data-contrast="auto"> Can train an admin in the morning and hold a candid technical conversation with an enterprise executive in the afternoon, adjusting depth without losing authority.</span><span data-ccp-props="{"335559739":80}"> </span></li>
</ul>
<p><strong>Compensation </strong></p>
<p><strong>Annual base salary gross: 70,000-100,000</strong> 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, accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few!</p>
<p><strong style="text-align: justify;">Who We Are</strong></p>
<p>We are a values-driven organisation 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.</p>
<p>We live the Poppulo values each day, as they are key to everything we do.</p>
<ul>
<li><strong>Bring Your Best Self<br></strong>We show up authentically, are self-aware and always strive to be better.</li>
<li><strong>See it. Own it. Solve it.<br></strong>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.</li>
<li><strong>Together We’re Better<br></strong>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.</li>
</ul>
<p>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, the UK. and India.</p>
<p>Poppulo is an equal opportunity employer.</p>
<p><em><span data-teams="true">We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our <a id="menurjm3" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://download.poppulo.com/hubfs/Legal/V.8.19.2024%20Poppulo%20-%20Job%20Applicant%20Privacy%20Policy.pdf" target="_blank"><strong>Job Applicant Privacy Policy</strong></a>. Please also review <a id="menurjm5" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://download.poppulo.com/hubfs/Legal/AI_In_Hiring_Candidate_Guidance.pdf" target="_blank"><strong>AI in Our Hiring Process</strong></a> for information on our approach to AI in hiring and guidance for candidates.</span></em></p>