Director of Customer Success

March 29

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Propel, Inc

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We build modern, respectful, and effective financial products & services for low income Americans.

social good • fintech • social enterprise • debit • financial services

51 - 200

Description

• 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 an 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

Benefits

• 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!