- Location
- Denver, Colorado, United States · published
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Source
- Workable
Description
About
Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.
Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
Your Mission
Empower our customers to maximize the value from our product, turning successful adoption into lasting partnerships. The Customer Success Manager will be the primary driver of this success, directly impacting revenue retention by proactively ensuring customer health and satisfaction, and fostering account growth through identifying and realizing upsell and expansion opportunities. Ultimately, you will be key to transforming customer relationships into a powerful engine for mutual growth and sustainable business success.
Your Responsibilities
Customer Lifecycle & Adoption:
- 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.
Retention & Value Delivery:
- 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.
Commercial Growth & Account Management:
- Own net expansions, comprised of 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.
Collaboration & Reporting:
- 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.