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Propeller · 11 hours ago

Customer Success Team Manager

Denver, CO

Full-time

Hybrid

Senior Level

$140K/yr - $160K/yr

6+ years exp

Propeller is on a mission to take the guesswork out of moving dirt through the power of maps. As the Customer Success Team Manager, you will lead a high-performing team focused on customer adoption and sustainable business growth, ensuring operational excellence and strategic collaboration across departments.

AnalyticsDrone ManagementDronesElectronicsEnterprise SoftwareGeospatialIndustrialInformation TechnologyMapping ServicesSoftware

Comp. & Benefits

Responsibilities

Own the aggregate Annual Recurring Revenue (ARR) targets for your team, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)

Provide accurate weekly and monthly forecasts on renewals and expansion opportunities to leadership, ensuring visibility into revenue risks and upside

Partner with Sales leadership to ensure smooth handoffs from Sales to CS and identify cross-sell/up-sell campaigns that can be executed at scale by your team

Collaborate with the VP of Customer Success to execute team priorities and provide transparent reporting on team performance

Continuously refine and standardize customer journey maps, onboarding workflows, and risk mitigation plans to improve efficiency and scalability

Monitor team-wide KPIs to identify trends, bottlenecks, and areas for improvement

Serve as the primary point of escalation for at-risk accounts, stepping in to support the team in resolving complex issues and restoring customer confidence

Synthesize feedback from your team to present clear, prioritized themes to Product and Engineering, advocating for roadmap items that reduce churn and drive adoption

Collaborate with Marketing and Support teams to ensure consistent messaging and a unified customer experience across all touchpoints

Prepare and present monthly/quarterly business updates to senior leadership, highlighting team performance, customer trends, and strategic initiatives

Shadow calls and review customer communications to provide real-time feedback, helping CSMs improve their negotiation skills and product knowledge

Foster a culture of accountability, collaboration, and customer-centricity, ensuring the team is motivated and aligned with company goals

Manage capacity planning and account distribution to ensure balanced portfolios and optimal coverage across the team

Conduct 1:1s, quarterly performance reviews, and continuous career development planning with your team

Qualification

People managementCustomer Success experienceStrategic Revenue ManagementCRM tools proficiencyCoaching skillsGeospatial familiarityConstruction knowledgeHardware-enabled software

Required

2+ years of people management experience, leading Customer Success or Account Management teams

6+ years of experience in Customer Success or Account Management roles, providing a strong foundation of practical expertise to effectively coach and mentor your team

Experience in a quota-carrying role with direct responsibility for closing, renewing, or expanding customer revenue

Strategic Revenue Management: Proven expertise in driving Net Revenue Retention (NRR) through accurate forecasting and the use of CRM / CSM tools (Gainsight, Salesforce, HubSpot) to manage team performance and scale revenue impact

Operational Excellence and Coaching: Expert at designing optimized customer journeys that reduce time-to-value while coaching teams on complex commercial negotiations, value-based selling, and proactive objection handling

Preferred

Familiarity with geospatial, construction, or hardware-enabled software

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

Surry Hills, New South Wales, AUS

201-500 employees