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Propeller · 3 months ago

Customer Success Manager

Denver, CO

Full-time

Hybrid

Mid Level

$70K/yr - $80K/yr

Propeller is on a mission to take the guesswork out of moving dirt through the power of maps. The Customer Success Manager will empower customers to maximize the value from the product, ensuring customer health and satisfaction while driving account growth through upsell and expansion opportunities.

AnalyticsDrone ManagementDronesElectronicsEnterprise SoftwareGeospatialIndustrialInformation TechnologyMapping ServicesSoftware

Comp. & Benefits

Responsibilities

Serve as the primary relationship owner, guiding customers through adoption, expansion, and renewal

Drive engagement by ensuring customers effectively leverage Propeller’s platform and tools (platform workflows, 3D mapping, GIS integrations, site/stockpile measurements, progress reporting, mobile app use cases, DirtMate adoption)

Proactively educate customers on new features, under-utilized tools, and product updates to increase adoption and impact

Manage and own product roadmap reviews with customers to align on goals, showcase value, and identify opportunities for continued partnership

Act as a trusted advisor by maintaining strong industry and product knowledge, helping customers translate data into meaningful business outcomes

Maintain strong customer relationships that ensure high adoption, satisfaction, and measurable ROI

Proactively identify risks and mitigate churn and contraction through data-driven insights and engagement

Track customer health (logins, uploads, feature usage) to ensure customers are on track with their license entitlements

Ensure customers achieve their stated goals and business outcomes, adjusting engagement strategies as needed

Maintain 90%+ Gross Revenue Retention (GRR) across your portfolio

Own an annual quota for renewals, expansions, and upsells, in addition to churn and contraction mitigation

Identify, develop, and close commercial opportunities within existing accounts in partnership with channel partners and dealers, where applicable

Negotiate renewals and contract terms, demonstrating clear ROI and value

Educate customers on pricing changes, new product offerings, and value-added solutions

Build and maintain strategic relationships with decision-makers, aligning Propeller solutions to evolving customer needs

Track and manage customer activities, risks, and opportunities using Gainsight

Lead business reviews with customers to demonstrate value, ROI, and strategic alignment

Collaborate with Product, Engineering, and Support to represent customer needs, provide feedback, and help improve the product experience

Support team-wide goals, process improvements, and documentation to scale customer success and commercial impact

Qualification

Geospatial technologiesCustomer Success toolsCommercial acumenData-driven insightsRelationship managementPortfolio managementProactive engagementNegotiation skillsTeam collaborationProblem-solving

Required

Experience with geospatial and construction technologies, including GIS, UAVs, GPS surveying, photogrammetry, machine control, and visualization platforms

Skilled in managing a portfolio of customers — driving adoption, preventing churn, and delivering measurable business outcomes

Strong commercial acumen with the ability to build ROI-driven cases and align technology solutions to customer goals

Data-driven and proactive, using insights to identify risks, opportunities, and areas for customer growth

Preferred

Experience with Customer Success tools such as Gainsight and/or Hubspot

Experience driving revenue retention and expansion

FAA Part 107 Remote Pilot License (or equivalent)

Benefits

Fully paid employee United Platinum PPO medical, dental, and vision coverage

20 days paid vacation time per year with no accrual or carryover cap

3% non-elective employer contribution to 401(k)

Employee share options

Professional development budget and leave

The opportunity to take part in our mentorship program

Monthly telephone and/or internet allowance

Paid primary & secondary parental leave policies

Hybrid work arrangements and WFH equipment provided

Company

Propeller

Glassdoor4.1

Founded by Francis Vierboom and Rory San Miguel in 2014, Propeller has revolutionized how construction sites, quarries, mines, and landfills work, from the ground up.

Founded in 2014