Customer Success Manager

Description

• Act as a trusted advisor by maintaining strong industry and product knowledge, helping customers translate data into meaningful business outcomes.
• Data-driven and proactive, using insights to identify risks, opportunities, and areas for customer growth.
• Maintain 90%+ Gross Revenue Retention (GRR) across your portfolio.
• Collaborate with Product, Engineering, and Support to represent customer needs, provide feedback, and help improve the product experience.
• Proactively identify risks and mitigate churn and contraction through data-driven insights and engagement.
• Track and manage customer activities, risks, and opportunities using Gainsight.
• Educate customers on pricing changes, new product offerings, and value-added solutions.
• Ensure customers achieve their stated goals and business outcomes, adjusting engagement strategies as needed.
• Proactively educate customers on new features, under-utilized tools, and product updates to increase adoption and impact.
• Negotiate renewals and contract terms, demonstrating clear ROI and value.
• Build and maintain strategic relationships with decision-makers, aligning Propeller solutions to evolving customer needs.
• Manage and own product roadmap reviews with customers to align on goals, showcase value, and identify opportunities for continued partnership.
• Maintain strong customer relationships that ensure high adoption, satisfaction, and measurable ROI.
• Support team-wide goals, process improvements, and documentation to scale customer success and commercial impact.
• Lead business reviews with customers to demonstrate value, ROI, and strategic alignment.
• 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).
• Track customer health (logins, uploads, feature usage) to ensure customers are on track with their license entitlements.
• Identify, develop, and close commercial opportunities within existing accounts in partnership with channel partners and dealers, where applicable.

Requirements

• FAA Part 107 Remote Pilot License (or equivalent).
• Strong commercial acumen with the ability to build ROI-driven cases and align technology solutions to customer goals.
• Skilled in managing a portfolio of customers — driving adoption, preventing churn, and delivering measurable business outcomes.
• Experience with geospatial and construction technologies, including GIS, UAVs, GPS surveying, photogrammetry, machine control, and visualization platforms.
• Experience driving revenue retention and expansion.
• Experience with Customer Success tools such as Gainsight and/or Hubspot.

Benefits

Compensation: $70,000 - $80,000 / year

• Monthly telephone and/or internet allowance
• Own net expansions, comprised of renewals, expansions, and upsells, in addition to churn and contraction mitigation.
• Paid primary & secondary parental leave policies
• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• 3% non-elective employer contribution to 401(k)
• The opportunity to take part in our mentorship program
• Hybrid work arrangements and WFH equipment provided
• 20 days paid vacation time per year with no accrual or carryover cap
• Employee share options
• Professional development budget and leave

Training + Development

Interview process

Visa Sponsorship

Security clearance