Director of Customer Success

Are you looking to make a big impact on an early-stage company? Does the thought of scaling an innovative technology business solving real problems for an underserved community excite you? Do you excel building and leading really strong, high-performing teams?

Propel is on a mission to empower low-income Americans by simplifying access to government benefits with modern technology. We're a passionate team of 100 Propellers - all working to help our users get through the month, every month. We launched the Propel Marketplace to connect our ~5M monthly active users to products, services, and exclusive offers from leading brands across retail, healthcare, and financial services.  It has grown into a powerful, industry-leading performance tool for our partners and a critical revenue driver for Propel. We’re looking for an exceptional Director of Customer Success to help take this business to the next level and by driving client performance and revenue.

In this role, you'll have an outsized impact on our growth and success. Here's a taste of the type of work you will lead:

• Lead a high-performing team: Coach and manage our team of Account Managers as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Create a fun, exciting, high-service culture internally and externally. Become a expert on Propel’s products, our users, business position, and our market
• Drive our client strategy: Help expand our evolving product suite by understanding client needs and identifying new strategic opportunities for Propel.  Engage meaningfully with our key enterprise accounts, developing deep relationships with your counterpart at high-value customers.
• Coach and develop talent: Develop and implement a robust onboarding and learning and development programs to ensure new team members can add value quickly, and the existing team is constantly improving their skills.
• Set the targets: Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance.
• Dig into the data: Work with the data and business operations teams to develop practices and processes to enable analytical problem-solving and data tools to advise customers on campaign setup, optimization & growth.
• Drive us forward: Develop and deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Identify tools and processes needed to create efficiency and leverage for the team.

Requirements:

• 10+ years of customer success or account management experience, preferably in a high-growth start-up environment
• 3+ years of experience leading and managing an account management team with varying degrees of experience (junior to senior level)
• A proven self-starter comfortable navigating ambiguity
• A customer-focused mentality and passion for crafting a top-quality customer experience, and an ability to balance the needs of the customer with those of the business.
• Deep knowledge of customer success best practices and experience coaching others
• Demonstrated strategic approach and ability to identify opportunities, challenges, and risks and put in place appropriate measures to take advantage of or mitigate them
• Strong problem-solving and quantitative analytical skills
• Experience (preferred) or interest in the digital advertising and ecommerce industries
• Excellent written and oral communication skills
• Deep expertise navigating external customers and internal teams, experience working across functions, driving alignment and delivering results
• Passion for building a business with a strong social mission at the intersection of private and public sectors

We Offer:

• An immediate opportunity to make an impact on our users and the business we’re building.
• A get-stuff-done culture that is also fun and caring.
• Work that really is helping people with meaningful challenges
• A remote-first working environment with headquarters in Brooklyn and satellite offices in San Francisco, Los Angeles, and Salt Lake City.
• Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary range for this position is $200,000 - $240,000, depending on experience. A 10% bonus for team performance, equity and excellent benefits come with this position as well!

Here’s how our role is different: Propel’s Marketplace is a critical revenue driver for the company and this role will play an instrumental role in taking this business to the next level.  With no comparable platform in the market, this person will help redefine how low-income Americans access products and services by working with leading brands across retail, healthcare, and financial services.   

More About Propel

We believe that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services. The tech industry hasn’t pulled its weight in solving the problems faced by low-income Americans.

Propel’s mission is to change that. We’ve built Providers, the single most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews. 

Propel is a for-profit, venture-backed company that holds its social mission at its core. We’re proud to be supported by a blend of nonprofits, impact investors, and world-class investors, including the Robin Hood Foundation, Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas.

Join us, and let's build something amazing together!