[Hiring] Customer Success Manager @Propelleraero

Role Description

Your mission is to 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.

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 an annual quota for 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.

Qualifications

• Experience with geospatial and construction technologies, including GIS, UAVs, GPS surveying, photogrammetry, machine control, and visualization platforms.
• Skilled in managing a portfolio of customers — driving adoption, preventing churn, and delivering measurable business outcomes.
• Strong commercial acumen with the ability to build ROI-driven cases and align technology solutions to customer goals.
• Data-driven and proactive, using insights to identify risks, opportunities, and areas for customer growth.

Bonus Points For

• Experience with Customer Success tools such as Gainsight and/or Hubspot.
• Experience driving revenue retention and expansion.

Benefits

• We are 100% about impact and 0% about ego, with everyone here being encouraged to solve their problems creatively, listen to one another, and never stop learning.
• We work for our collective success, and we welcome you to learn more about us on Glassdoor.
• Propeller is for everyone, so come as you are. We’re open humans who champion diversity, equity, and inclusion.
• We offer our full-time employees competitive benefits, including paid time off, employee share options, professional development benefits, and other offerings to meet local standards and requirements.