[Hiring] Customer Success Manager @Propeller

Role Description

This role is about helping a portfolio of EMEA customers get the most from Propeller - from onboarding through renewal and expansion. The work is about building trusted relationships, helping customers use the platform successfully, and making sure Propeller continues to support the way they work. Done well, customers stay with us, expand their use of the platform, and see Propeller as a long-term partner.

• Success in this role means customers use Propeller successfully, renew with confidence, and expand their use of the platform over time.
• Customer outcomes & retention:
  • Customers get meaningful value from Propeller's platform and understand how it supports their work.
  • Strong onboarding, ongoing success planning, and healthy adoption create lasting partnerships.
  • Clear visibility into customer health helps the portfolio stay ahead of risk and ready for renewal.
• Portfolio growth:
  • The EMEA customer portfolio delivers sustainable net expansion through retained customers, thoughtful upsell opportunities, and deeper relationships with decision-makers.
  • Commercial conversations are grounded in customer needs and a clear understanding of the value Propeller provides, with channel partners and dealers involved where relevant.
• Customer partnership & team alignment:
  • Customers experience a consistent, trusted partnership, and the wider Propeller team has the context to support them well.
  • Business reviews make progress and next steps clear.
  • Gainsight keeps portfolio health visible, and customer insight reaches Product, Engineering, and Support in a way that helps improve the experience for everyone.

Qualifications

• Bilingual: fluent in English plus at least one of these languages: French, German, Italian, or Spanish.
• Proven experience managing a customer portfolio across the full lifecycle - from onboarding and adoption through success planning, renewal, and expansion - with responsibility for both customer outcomes and commercial results.
• Experience working with a technical B2B SaaS product or in a similarly technical B2B environment.
• Comfortable working remotely and collaborating across countries, time zones, and teams.
• Flexibility and availability to travel for customer needs, customer events, and all EU meetups.

Requirements

• Nice to have: experience in construction, mining, or aggregates; previous remote-working experience; hands-on use of AI in day-to-day work; and familiarity with HubSpot, Gainsight, or Salesforce.

Benefits

• Remote working + 3 team meetups a year in great European cities.
• Employee share options.
• Professional development benefits and leave.
• Monthly telephone and/or internet allowance.
• WFH equipment provided.

Company Description

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!