Head of Customer Success

About Us

Propel is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. We're a passionate team of 100 Propellers - all working to help our users get through the month, every month.

The Role

Are you looking to make a big impact on an early-stage company? Does the thought of scaling an innovative technology business solving real problems for an underserved community excite you? Do you excel at building and leading strong, high-performing teams?

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 and by driving client performance and revenue. This role is an ideal fit for someone who has a strong product and data driven mindset, and enjoys the challenges of aligning our internal systems and external partners together to drive us towards growth. You’ll also be a part of a strong leadership team - you’ll work closely with our 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:

• 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. Work 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 team targets.
• Drive us forward: Deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Own a 12-month hiring plan to align with segmentation, portfolio balance, and business development pipeline. 

Requirements:

• A strong product mindset - experience driving alignment across sales, marketing, engineering, and product to deliver results and a willingness to get your hands dirty to understand our internal systems and tools
• 10+ years of customer success, account management, or partnership experience in a high-growth start-up environment
• 5+ years of driving consultative sales experience for a two sided Marketplace product
• 3+ years of experience leading and managing an account management team with varying degrees of experience (junior to senior level)
• A proven self-starter comfortable navigating ambiguity
• Deep knowledge of customer success best practices and experience coaching others
• Existing knowledge or ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics
• A data driven mindset - strong problem-solving and quantitative analytical skills
• Passion for building a business with a strong social mission at the intersection of private and public sectors

We Offer:

• An immediate opportunity to make an impact on our users and the business we’re building.
• A get-stuff-done culture that is also fun and caring.
• Work that really is helping people with me