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 using drones. 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
As our Customer Success Manager, you'll make sure all of our customers are collecting the best possible survey data, getting maximum value from it and are addicted to the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities and prevent customer churn.
You will be directly responsible for ensuring that your customers - whether they’re in the construction, mining, aggregate, or landfill industries - are successful in achieving their desired outcomes and continually realizing value from Propeller’s hardware and software solutions. This role will be based out of Denver, Colorado.
Learn more about your future team HERE!
Responsibilities
- Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal and expansion.
- Onboarding and training new customers to ensure they have everything they need to be successful. This includes:
- Getting the customer ready for their first flight
- Educating them about the correct way to capture survey data with their drone
- Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy
- Walking through the visualized survey data in the form of 3D maps
- Helping them use the platform to take site and stockpile measurements
- Educating them about how they can use their data to report on-site progress
- Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.
- Helping scale the team’s support program.
- Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.
- Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
- Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts.
- Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.
- Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.
- Keeping your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience.
Benefits
- Fully paid employee United Platinum PPO medical, dental, and vision coverage
- 20 day paid vacation time per year with no accrual or carryover cap
- 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
The salary range offered for this role is $70,000.00-$80,000.00. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.
