Customer Success Manager

Job Description

Job 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.

Requirements

Your Skills

• Commercial Acumen : the ability to build compelling, ROI-driven business cases and align technology solutions with customer goals in a B2B SaaS environment.
• Strategic Account Growth: the ability to act as a trusted thought partner, helping customers maximize value from Propeller while identifying opportunities for expansion.
• Customer Relationship Management : skilled in managing a portfolio of customers — driving adoption, preventing churn, and delivering measurable business outcomes.
• Technologically Adept : technically curious and comfortable learning and applying new tools or platforms (experience with GIS, mapping, or data technology a plus).
• Excellent Communication Skills : strong relationship-building, negotiation, and presentation skills.
• Data-driven : proactive, using insights to identify risks, opportunities, and areas for customer growth.

Not required but bonus points if you have:

• Experience in GIS, mapping, construction technology, or drone surveying.
• Knowledge of UAVs, GPS surveying, photogrammetry, machine control, or visualization platforms.
• Experience with CRM tools such as Gainsight and/or Hubspot.

We operate on a hybrid model (two days a week in the office), but we ask for four days in-office during your onboarding period to give you the best possible training and support.

Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.

Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too! If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!

Benefits

• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• Mental health resources 
• 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-$80,000 (base) + $15,000 - $25,000 (variable), which equals $85,000 - $105,000 (OTE). This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.