Construction. Waste management. Aggregates. These industries are dirty, dangerous, and often overlooked by a world obsessed with sexy new technology, social networks, and shiny devices running the latest apps.

But without construction, you’d have no place to live or work. Without aggregates, say goodbye to your roads and sidewalks. And landfills? You get it.

Propeller sees opportunity in these vital industries. Opportunity to change how the world gets built, make extracting resources safer and more efficient, and ensure waste is handled in the most environmentally friendly way.

We give the people building our civilization the power to track, map, and measure everything they do. We close the information gap between a physical worksite and the people who manage it.

If you love the idea of working for a company that codes a latte-delivery app or builds an expensive smart water bottle, do not apply for this job.

But if this huge opportunity piques your interest or, better yet, you’re excited about smart software and hardware solutions that solve problems for honest, hard working people —Propeller is the place for you.

We’re fascinated with solving hard problems in uncharted territories. Everyone is empowered to approach, own, and solve problems creatively. We’re 100% about impact and 0% about ego.

We treat each other in a way that means people love coming to work. We listen and we own our mistakes. We really like making each other laugh. We embrace and inspire change. We are transparent, respectful, and fair. Want to know what our team actually says about us? Check out our Glassdoor reviews.

Your Mission:

Reporting to the VP of Customer Success, you will manage a team of 8-10 US-based customer success engineers (CSEs) who are responsible for training and supporting any customer who purchases a software license with Propeller. 

The CSE role is one of the most important customer-facing roles at Propeller. Each CSE has a dedicated book of business, composed of customers at various lifecycle stages. They are directly responsible for ensuring their customers understand how to successfully engage with Propeller’s hardware and software and realize a return on their investment. 

CSEs are our technical experts, demonstrating a high-level understanding of our platform, workflow, and recommended hardware. They are not only knowledgeable, but also highly responsive to inbound customer questions to ensure any issues are resolved in a timely manner. Alongside their customer-facing duties, CSEs are the voice of our customers. They are expected to share feedback to Propeller’s products with the product and hardware teams, as well as, identify bugs and advocate for new feature requests. 

Your mission is to coach, mentor, and lead this team—setting them up for success and being the resource they need to effectively support our customers across the globe. You’ll also be an escalation point for the team when they need help resolving customer issues. You’ll be responsible for building a strong and supportive team culture and defining support-related processes that will enable CSEs to do their jobs more effectively.  

You’ll make sure your team is happy, working towards fulfilling goals, maintaining reasonable workloads, and interfacing and collaborating well with other internal teams. You’ll ensure that what we are promising to our customers can be delivered, and what we deliver is what we promised.

'Your Skills:

• You’re an exceptional coach and mentor and have at least 2-3 years experience managing high-performing, technical, customer-facing teams at a rapidly-growing SaaS company.
• You have previous experience as a Customer Success Manager or other customer-facing role at a rapidly growing SaaS company.
• Exceptional emotional intelligence and the ability to build rapport with team members and stakeholders
• Ability to think strategically, as well as, execute tactically
• Proven experience creating end-to-end processes to improve team efficiency and workflows
• Strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and chat.
• Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members, and thrive in a rapidly-changing environment as the business grows and scales.
• Previous experience being an escalation point for customer-facing issues and can demonstrate a proven ability to resolve them successfully
• Highly organized and a skilled communicator to all internal and external stakeholders.
• Proven experience in solving complex technical problems. You’re a natural problem-solver and can think outside the box to find the best solution for everyone
• You stay cool, calm, collected, and composed under pressure
• Thrive in a fast-paced, ever-evolving environment
• You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your team or their customers

Highly preferred, but not required:

• Prior experience using Gainsight, Gainsight NXT, or another customer success platform to manage team performance and track customer-facing activities.
• Prior experience with remote customer training and troubleshooting
• Prior experience onboarding/training new team members
• Remote people management

Bonus points for personal experience with, or working knowledge of:

• Have your remote pilot license (part 107) or be willing to get one within 60 days of hire
• Industry experience in either mining, civil construction, landfill, or aggregates
• Remote sensing, photogrammetry, point clouds, ground control points, and/or surveying
• UAVs and visualization platforms
• Docebo
• HelpScout
• AirCall

Responsibilities:

• Responsible for the day-to-day alignment, enablement, coaching, and oversight of a team of 8-10 Denver-based Customer Success Engineers
• Establishes clear expectations and holds team accountable for performance, achieving objectives and driving impact
• Facilitates weekly 1:1’s which each team member and runs a weekly team meeting
• Actively manages team resourcing and capacity, understanding team workload and prioritization of business needs
• Ensures client satisfaction by responding to requests for assistance. Investigates, troubleshoots, or escalates issues as required. Accepts responsibility for, coordinates, and tracks issues to a positive resolution/conclusion.
• Work with each team member to create individual quarterly goals tied to the CS team’s quarterly goals set by the VP
• Work with each team member on their professional development and set quarterly professional development goals
• Contributes to the strategic direction of the global CS team and defines long- and short-term priorities
• Ensure the customers being managed by your team have high NPS scores and that churn and contraction are kept to historical lows
• Works with the team to create expansion plans for a percentage of each CSE’s book of business to ensure the team can achieve its quarterly expansion targets
• Keep the team happy, motivated, supported, and efficient
• Know the strengths of your team members and actively encourage their development
• Model professionalism and appropriate work habits for the rest of the team
• Work closely with Tech Support, Account Management, Sales, Data Success and other customer-facing teams to ensure an exceptional customer experience 
• Partner with the VP in hiring new team members and contribute to performance reviews for existing team members
• Keep the team up to date on product, process, and business changes
• Work with other teams and team leads closely to make sure Propeller succeeds

About Us

We’re really proud of our Glassdoor rating and, according to our Culture Amp survey, 100% of people here would recommend us as a great place to work. We offer employee stock options and a 401K plan; four weeks’ paid vacation; paid parental leave; 10 days paid sick leave; and fully paid employee United Platinum PPO medical, dental, and vision coverage. Our open plan office in RiNo comes stocked with snacks and is 10 minutes away from a dozen breweries and bars. We take being a great place to work pretty seriously.

Propeller is for everyone. We’re an equal opportunity employer who celebrates diversity. Your gender, age, religion, sex life, or skin color won’t make a difference here. If you’re smart and good at what you do, come as you are.