VP, Customer Success

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 teams and navigating complex products, with the added benefit of prior experience leveraging product analytics to impact customer outcomes.

Core Skills

• Revenue-driven:  focuses on maximizing Annual Recurring Revenue (ARR) and uses data to drive growth decisions.
• Generate Energy: Inspire momentum and confidence in and outside your team. Celebrate wins and create quick feedback loops to keep us moving forward
• Create Clarity: Help everyone understand the "why" behind decisions and connect their work to broader goals. Cut through complexity to focus on what matters.
• Coach and care: Show genuine care for your team. Support your team's growth by giving regular feedback and creating stretch goals. Empower them to achieve more than they thought they could.
• Trusted executor: Leads through ambiguity, drives progress quickly, and keeps teams aligned and accountable

Benefits

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

The salary range offered for this role is $180,000 - $225,000, with an OTE of $210,000 - $265,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge, and experience.