Director of Customer Success
This is a high-stakes leadership role at a YC-backed startup where the Director will oversee both Customer Success and Support functions. The position is unique because it treats Customer Success as a core revenue driver, requiring a leader who is as comfortable with financial metrics as they are with people management. It offers the chance to build scalable systems for a company redefining in-person networking and sales technology.
Popl
Los Angeles, California, United States · Posted 16 April 2026
The role
Overview
The hiring side
About Popl
Popl is a small business working in software / technology, based in Los Angeles, California, United States.
Software / Technology
Small
Los Angeles, California, United States
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Requirements & Skills
Key Responsibilities
- Lead and develop a team of CSMs and Support Specialists to maintain high performance standards
- Own the end-to-end customer lifecycle including onboarding, adoption, and renewals
- Develop and iterate on scalable CS playbooks and engagement frameworks
- Oversee the Customer Support function to ensure SLA adherence and quality resolution
- Collaborate with Sales and Product teams to align on ICP and product feedback loops
- Manage executive-level relationships and act as an escalation point for strategic accounts
- Define and report on CS team OKRs and health scoring to the leadership team
Essential
- Minimum of 7 years in Customer Success roles
- At least 3 years of experience in a Director-level or senior people management capacity
- Proven experience managing a team of 10 or more individuals
- Direct background in B2B SaaS environments
- Demonstrated history of meeting or exceeding NRR, GRR, or logo retention targets
- Experience building and scaling CS motions, including health scoring and QBR frameworks
- Proficiency with CRM and CS tools such as Salesforce, Gainsight, ChurnZero, or Custify
- US Citizen or valid US work visa
Preferred
- Experience working specifically with Marketing, Growth, or RevOps departments
- Proven ability to transform a CS department into a proactive revenue-generating unit
- Experience designing tiered customer service models for different market segments
- Strong executive presence and internal/external influencing skills
Key Skills
Networking
People to Know
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Perks
Benefits & perks
- Competitive annual salary ($180k - $240k)
- Fully remote work environment within the US
- Opportunity to work with experienced startup leadership
- High-impact role in a YC-backed growth-stage company
- Collaborative and unified revenue organization culture
Next step
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Found via www.ycombinator.com