Propel Inc.
Head of Customer Success Brooklyn or US Remote
Propel Inc., Los Angeles, California, United States, 90079
Overview
Propel is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. We are a team of 100 Propellers, working to help users get through the month, every month. We launched the Propel Marketplace to connect our ~5M monthly active users to products, services, and exclusive offers from leading brands across retail, healthcare, and financial services. It has grown into a powerful, industry-leading performance tool for our partners and a critical revenue driver for Propel. We’re looking for an exceptional
Head of Customer Success
to help take this business to the next level by driving client performance and revenue. This role is ideal for someone with a strong product- and data-driven mindset who enjoys aligning internal systems and external partners to drive growth. You’ll work closely with our leadership team including the VP of Marketplace, Director of Strategy and Operations, Director of Sales and BD, and Director of Growth and Merchandising. In this role, you\'ll have an outsized impact on our growth and success.
Here’s a taste of the type of work you will lead: Responsibilities
Drive our client strategy.
Partner with CSMs to refine account strategies and ensure we hit ambitious annual growth targets across existing accounts. Design and implement GTM playbooks (pricing, QBRs, etc). Lead on GTM narratives and pitches when launching new products and initiatives. Lead a high-performing team.
Coach our team of Customer Success Managers (CSMs) as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Support team growth and career development while establishing clear performance standards so team members know when they are exceeding, meeting, or falling short of expectations. Align GTM and Stakeholder Priorities.
Build strong relationships with Sales, Marketing, Product, and Design teams to deliver results. Advocate for the customer success team’s interests and needs with cross-functional partners. Manage and protect the customer success team’s time, bandwidth, and focus. Own and scale our systems.
Work with Product to identify tools and platform improvements that help scale excellent customer experiences. Collaborate with BizOps and Data to develop practices and processes for analytical problem-solving, insights, and reporting. Build systems to advise customers on campaign setup, optimization, and growth. Set the targets.
Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance. Partner with BizOps to ensure account-level goals ladder up to ambitious but achievable targets. Drive us forward.
Deliver account-level reporting to leadership to maintain a clear understanding of the business health and high-fidelity forecasts. Own a 12-month hiring plan aligned with segmentation, portfolio balance, and the business development pipeline. Qualifications
A strong product mindset with experience aligning sales, marketing, engineering, and product to deliver results; willing to get hands dirty to understand internal systems and tools 10+ years of customer success, account management, or partnership experience in a high-growth startup 5+ years of driving consultative sales for a two-sided Marketplace product 3+ years of experience leading and managing an account management team with varied levels of experience A proven self-starter comfortable navigating ambiguity Deep knowledge of customer success best practices and experience coaching others Ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics A data-driven mindset with strong problem-solving and quantitative analytical skills Passion for building a business with a social mission at the intersection of private and public sectors We Offer
An immediate opportunity to impact users and the business A get-stuff-done culture that is also fun and caring Meaningful work helping people with real challenges Remote-first work with headquarters in Brooklyn and satellite offices in San Francisco, Los Angeles, and Salt Lake City Salary range $200,000 - $280,000 depending on experience, plus a 10% team performance bonus, equity, and benefits Here’s how our role is different : Propel’s Marketplace is a critical revenue driver, and this role will play an instrumental part in taking this business to the next level by redefining how low-income Americans access products and services. More About Propel
Propel believes that Americans with limited income deserve modern, respectful, and effective experiences around government benefits and money. Providers is Propel’s flagship app used by millions to manage government benefits, banking, and savings. Propel is a for-profit, venture-backed company with a social mission, supported by nonprofits, impact investors, and world-class investors. Join us, and let\'s build something amazing together. Demographic Questions
Propel is committed to a diverse, inclusive, and equitable environment. We aim to reflect the diversity of the users we serve and encourage candidates from all backgrounds to apply.
#J-18808-Ljbffr
Propel is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. We are a team of 100 Propellers, working to help users get through the month, every month. We launched the Propel Marketplace to connect our ~5M monthly active users to products, services, and exclusive offers from leading brands across retail, healthcare, and financial services. It has grown into a powerful, industry-leading performance tool for our partners and a critical revenue driver for Propel. We’re looking for an exceptional
Head of Customer Success
to help take this business to the next level by driving client performance and revenue. This role is ideal for someone with a strong product- and data-driven mindset who enjoys aligning internal systems and external partners to drive growth. You’ll work closely with our leadership team including the VP of Marketplace, Director of Strategy and Operations, Director of Sales and BD, and Director of Growth and Merchandising. In this role, you\'ll have an outsized impact on our growth and success.
Here’s a taste of the type of work you will lead: Responsibilities
Drive our client strategy.
Partner with CSMs to refine account strategies and ensure we hit ambitious annual growth targets across existing accounts. Design and implement GTM playbooks (pricing, QBRs, etc). Lead on GTM narratives and pitches when launching new products and initiatives. Lead a high-performing team.
Coach our team of Customer Success Managers (CSMs) as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Support team growth and career development while establishing clear performance standards so team members know when they are exceeding, meeting, or falling short of expectations. Align GTM and Stakeholder Priorities.
Build strong relationships with Sales, Marketing, Product, and Design teams to deliver results. Advocate for the customer success team’s interests and needs with cross-functional partners. Manage and protect the customer success team’s time, bandwidth, and focus. Own and scale our systems.
Work with Product to identify tools and platform improvements that help scale excellent customer experiences. Collaborate with BizOps and Data to develop practices and processes for analytical problem-solving, insights, and reporting. Build systems to advise customers on campaign setup, optimization, and growth. Set the targets.
Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance. Partner with BizOps to ensure account-level goals ladder up to ambitious but achievable targets. Drive us forward.
Deliver account-level reporting to leadership to maintain a clear understanding of the business health and high-fidelity forecasts. Own a 12-month hiring plan aligned with segmentation, portfolio balance, and the business development pipeline. Qualifications
A strong product mindset with experience aligning sales, marketing, engineering, and product to deliver results; willing to get hands dirty to understand internal systems and tools 10+ years of customer success, account management, or partnership experience in a high-growth startup 5+ years of driving consultative sales for a two-sided Marketplace product 3+ years of experience leading and managing an account management team with varied levels of experience A proven self-starter comfortable navigating ambiguity Deep knowledge of customer success best practices and experience coaching others Ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics A data-driven mindset with strong problem-solving and quantitative analytical skills Passion for building a business with a social mission at the intersection of private and public sectors We Offer
An immediate opportunity to impact users and the business A get-stuff-done culture that is also fun and caring Meaningful work helping people with real challenges Remote-first work with headquarters in Brooklyn and satellite offices in San Francisco, Los Angeles, and Salt Lake City Salary range $200,000 - $280,000 depending on experience, plus a 10% team performance bonus, equity, and benefits Here’s how our role is different : Propel’s Marketplace is a critical revenue driver, and this role will play an instrumental part in taking this business to the next level by redefining how low-income Americans access products and services. More About Propel
Propel believes that Americans with limited income deserve modern, respectful, and effective experiences around government benefits and money. Providers is Propel’s flagship app used by millions to manage government benefits, banking, and savings. Propel is a for-profit, venture-backed company with a social mission, supported by nonprofits, impact investors, and world-class investors. Join us, and let\'s build something amazing together. Demographic Questions
Propel is committed to a diverse, inclusive, and equitable environment. We aim to reflect the diversity of the users we serve and encourage candidates from all backgrounds to apply.
#J-18808-Ljbffr