Customer Success Associate

Job Description

Job Description

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 and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

About The Role:

The Customer Success Associate is a direct pipeline into Customer Success at Propeller. Working closely with our Customer Success Managers (CSMs) and Key Account Executives (KAEs), you’ll own the operational and coordination work that keeps accounts healthy and our team sharp.

Propeller's customers are technical—site teams, surveyors, and fleet operators running complex workflows in the field. As a self-starter who adapts quickly when priorities shift, you will rapidly ramp on our technical product to ensure nothing falls through the cracks. Your job is to catch health signals early, prepare executive-ready customer interactions, and give our CSMs and KAEs the capacity to focus on high-impact retention and growth conversations.

This position requires a minimum commitment of three days per week in our Denver office.

Responsibilities

Primary focus areas for the first 90 days:

• Coordinate customer scheduling, including roadmap reviews, check-ins, reschedules, and invitations.
• Draft clear, concise, and professional meeting follow-ups (recaps, action items, owners, and due dates) tailored for executive-level customer conversations prior to distribution.
• Maintain HubSpot data hygiene, including contacts, key fields, lifecycle/stage updates, and activity logging.
• Monitor customer usage and health trends, proactively flagging risk signals and raising issues early.
• Prepare and maintain customer-facing materials—feature updates, knowledge base articles, onboarding resources—to support adoption and reduce time-to-value.

Responsibilities that develop over time:

• Support renewal administration for assigned accounts—tracking timelines, coordinating internal approvals, and preparing summaries (full ownership remains with the CSM/KAE).
• Track touchpoint cadences and manage operational context across multiple high-value accounts simultaneously.
• Review customer call notes, ensure accurate logging, and flag meaningful feedback or sentiment signals.
• Coordinate onboarding logistics and maintain organized trackers for new accounts.
• Compile metrics, build spreadsheets (Excel/Sheets) to analyze account trends, and produce accurate, high-quality status updates under tight timelines for team and leadership reporting.
• Establish and maintain shared workspaces and deal rooms for new accounts.
• Surface recurring product feedback, friction patterns, and feature requests to inform internal product and CS strategy conversations.

Success Criteria:

Driven by close attention to detail and a strong sense of personal accountability, you ensure accounts are operationally healthy, and nothing slips: renewals are tracked proactively, follow-ups land on time, CRM data is spotless, and CSMs/KAEs walk into customer conversations fully prepared. The downstream result is stronger retention, faster time-to-value for new accounts, and a CS team with expanded capacity for high-growth work.

Growth Path:

This role is a direct pipeline to CSM. We expect successful CSAs to move into Customer Success Manager positions as they demonstrate readiness.

Requirements

• Experience : 1+ years of professional work experience, preferably in a SaaS or B2B environment.
• Data & Spreadsheets : Proficiency or strong comfort using Excel or Google Sheets for tracking, reporting, and data management.
• CRM : Experience with HubSpot (or an equivalent CRM platform) preferred, paired with a strong orientation toward data hygiene.
• AI Readiness : Familiarity with or interest in applying AI tools to support research and account preparation is a strong asset.

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 20 days of 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
• $100 USD monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies 
• $275 USD one time work from home set up budget, and we’ll also send you a laptop, monitor, mouse, and keyboard

The estimated salary range offered for this role is $50,000 - $60,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge, and experience.

About Propeller

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!