Customer Success Team Manager

Department: Customer Success

Employment Type: Full Time

Location: Denver, CO

Reporting To: Sarah Bunting Lamos, VP of Customer Success

Compensation: $140,000 - $160,000 / year

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. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

Your mission is to lead a high-performing Customer Success team that turns customer adoption into sustainable business growth. As the Customer Success Team Manager, you will manage the strategy and people that drive our retention engine. Reporting to the VP of Customer Success, you will act as an operational leader, ensuring our team delivers on its promises to customers and the business.


You will be responsible for hiring, coaching, and developing a team of CSMs on our SMB Accounts Team, ensuring they have the skills and resources to succeed. You will own the aggregate health and revenue targets for your segment, acting as an operational architect who refines our playbooks and a strategic escalation point for critical customer issues. Ultimately, you are the multiplier that enables your team to exceed its goals.


This role requires a minimum of three days per week in our Denver office, on average.


Key Responsibilities


Commercial Growth & Forecasting:

• Own the aggregate Annual Recurring Revenue (ARR) targets for your team, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Provide accurate weekly and monthly forecasts on renewals and expansion opportunities to leadership, ensuring visibility into revenue risks and upside.
• Partner with Sales leadership to ensure smooth handoffs from Sales to CS and identify cross-sell/up-sell campaigns that can be executed at scale by your team.

Operational Strategy & Process:

• Collaborate with the VP of Customer Success to execute team priorities and provide transparent reporting on team performance.
• Continuously refine and standardize customer journey maps, onboarding workflows, and risk mitigation plans to improve efficiency and scalability.
• Monitor team-wide KPIs to identify trends, bottlenecks, and areas for improvement.
• Serve as the primary point of escalation for at-risk accounts, stepping in to support the team in resolving complex issues and restoring customer confidence.

Cross-Functional Collaboration:

• Synthesize feedback from your team to present clear, prioritized themes to Product and Engineering, advocating for roadmap items that reduce churn and drive adoption.
• Collaborate with Marketing and Support teams to ensure consistent messaging and a unified customer experience across all touchpoints.
• Prepare and present monthly/quarterly business updates to senior leadership, highlighting team performance, customer trends, and strategic initiatives.

Team Leadership & Development:

• Shadow calls and review customer communications to provide real-time feedback, helping CSMs improve their negotiation skills and product knowledge. 
• Foster a culture of accountability, collaboration, and customer-centricity, ensuring the team is motivated and aligned with company goals.
• Manage capacity planning and account distribution to ensure balanced portfolios and optimal coverage across the team.
• Conduct 1:1s, quarterly performance reviews, and continuous career development planning with