Customer Success ManagerDepartment: Customer Success
Employment Type: Full Time
Location: Sydney
Reporting To: Johnson Kee
DescriptionAs our Customer Success Manager, you'll make sure all of our customers are collecting the best possible survey data, getting maximum value from it and are addicted to the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, prevent customer churn and identify up-sell and expansion opportunities.
You will be directly responsible for ensuring that your customers are successful in achieving their desired outcomes and continually realising value from Propeller's hardware and software solutions. This role will be based out of Sydney, Australia.
Responsibilities: Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal and expansion.Onboarding and training new customers to ensure they have everything they need to be successful. This includes:Getting the customer ready for their first drone flightEducating them about the correct way to capture survey data with their droneEnsuring they understand how to correctly place ground control points for increased and unparalleled accuracyWalking through the visualised survey data in the form of 3D mapsHelping them use the platform to take site and stockpile measurementsEducating them about how they can use their data to report on-site progressPartnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.Working closely with our Product and Engineering teams to make sure customers' needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritise your time across your portfolio of accounts.Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account. We're looking for: Strong technical skills and the ability to pick up new technology fast and drive your own learning.The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.Knowledge of the construction, aggregate, mining, or landfill industries is a plus (although not required).Great interpersonal skills: no matter if it's online or offline, face to face or over the phone, you have the ability to gel with our customers, collaborate with your team members and thrive in a rapidly-changing environment.Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.Knowledge of how to use customer success tools and software to prioritisze your time, track account-related activities, manage customers across lifecycle phases and escalate potential churn risks.You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.Beneficial, but not required: Prior experience with remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.Prior knowledge of UAVs and visualization platforms.Prior experience with remote troubleshooting.Prior experience using Gainsight or another customer success platform. What we do: 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 using drones. With over 45,000 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 and are proud to be recognised as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
Benefits: Employee share optionsProfessional development budget and leaveThe opportunity to take part in our mentorship programMental health resourcesMonthly telephone and/or internet allowancePaid primary & secondary parental leave policiesHybrid work arrangements and WFH equipment provided
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