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ABOUT THE ROLE
Posh is a community-building platform that enables event organizers to launch, monetize, and grow in-person communities. The company has grown to 70 employees, 10M+ users, $70M in venture funding, and facilitated over $400M in transactions in 6 years.
You will own the SMB segment: event organizers earning or projected to earn $75K–$130K in annual GMV. This is a builder role managing approximately 400 accounts, primarily through scaled one-to-many motions, with one-to-one time reserved for onboarding organizers and high-growth accounts.
As the first dedicated owner of this segment, you will build the playbook from scratch. You'll onboard every new SMB organizer with a structured onboarding call, route them into education webinars, and create systems (segment analysis, growth-signal automations, email/SMS playbooks) that surface the right account at the right moment for maximum impact.
KEY RESPONSIBILITIES
Onboarding: Build the SMB onboarding program from scratch, including structured onboarding calls, supporting materials, and webinar series. Own onboarding for every new SMB account from contract signature through their first live event. Define the 30–60 day adoption path for revenue-driving features and set expectations for the transition into scaled support.
Scaled Engine: Stand up and run scaled support (twice-weekly office hours, education webinars, lifecycle email playbooks). Define the SMB growth model by identifying attributes and signals behind fastest-growing accounts, then turn them into automation triggers in Planhat. Build growth and churn-signal automations and agentic workflows so your one-to-one time goes only where a human changes the outcome.
Growth & Graduation: Proactively partner one-to-one with highest-growth accounts to uplift them into Mid-Market. Build the graduation handoff with Account Management, flagging accounts crossing the $130K threshold for renewal, upsell, and expansion opportunities. Champion the customer voice internally with Product, Sales, and Support.
Your north star: organizers launch faster, sell more tickets in their first months, and grow into Mid-Market because they work with you.
QUALIFICATIONS
Required:
- 2–4 years of experience in scaled customer success, customer success operations, solutions engineering, onboarding, or lifecycle automation (industry background flexible)
- Strong technical acumen: comfortable with data, building automations and workflows, and using tools like Planhat, Lightdash, Claude, ChatGPT, Gemini, HubSpot, and Iterable
- Track record of building and improving processes end-to-end: designed customer-facing workflows from scratch, built them in tools like Planhat, HubSpot, or Zapier, measured results, and iterated
- Clear, intentional communication: set expectations well, write engaging emails, run tight 30-minute calls
- High ownership and organization: manage large books of business with structure and scale without letting opportunities fall through the cracks
- Comfort with high-volume onboarding and energy to make each organizer's first experience feel one-to-one
Bonus:
- Experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses
- Built lifecycle or email automation programs, or run webinars and live programming
- Personally helped customers launch, hit early revenue milestones, or graduate into higher service tiers
- Genuine passion for events and the people building their lives around bringing people together
