VP, Customer Success

Department: Customer Success

Employment Type: Full Time

Location: Denver, CO

Reporting To: Rory San Miguel, CEO

Compensation: $180,000 - $225,000 / 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

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.

Reporting to the CEO, your primary responsibility is to help build a great business through a highly engaged customer base. You’ll lead our global customer success organisation of 60+, driving expansion and revenue retention across our customer base. This is both a strategic and hands-on role where you'll create an aligned, engaged, and high-performing success organization.
This role requires an average of 4 days in the Denver office per week.


Responsibilities
Drive consistent revenue growth. To do this, you will:

• Evolve the Customer Success organization to directly own expansion goals and renewal accountability, building on strong customer relationships and high NPS scores to ensure customers get great outcomes first, which drives sustainable business results
• Own all revenue outcomes from our existing customers, including  Net Expansions and Gross Logo Retention
• Develop and execute strategies to maximize customer value through proactive success plans and initiatives
• Use customer health data and renewal pipelines to forecast revenue and proactively address at-risk accounts
  
  

Create an aligned, engaged, and high-performing customer success organization.

• Lead Customer Success, Customer Support, Account Management, and Key Accounts teams (60+ people globally).
• Coach and develop your team to build strong leadership throughout the organization.
• Foster a flat, collaborative culture that empowers managers and individual contributors.
• Unite technical teams around commercial outcomes while respecting their expertise and technical depth.
• Drive cross-functional collaboration with Product, Engineering, and Marketing to ensure customer insights inform product development and go-to-market strategies.
• Work closely and collaboratively with our Sales Team and GTM Operations Team to ensure a united and cohesive GTM strategy and team.
  
  

Set Propeller up for scale. To do this, you will:

• Implement scalable systems and workflows that support rapid growth while maintaining service quality and cost efficiency
• Establish clear metrics, processes, and accountability for an outcomes-focused success and support team
• Act as an escalation point for customer issues while building systems that  improve customer satisfaction metrics

Must Have Experience

• 10+ years of hands-on experience in post-sales functions such as Customer Success or Account Management, with a significant portion spent at a high-growth B2B SaaS company.
• Proven visionary leader with a strong track record of driving transformational change and leading large, complex teams, including managers.
• Extensive experience leading quota-carrying teams, with a focus on driving account growth and expansion through proactive strategies.
• Highly data-driven with a deep understanding of key SaaS metrics, particularly retention data, and the ability to instill high-level accountability across the organization.
• Skilled in leading technical te