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Customer Success Team Manager

Propeller

vacanciesineu.com

Overview

Propeller is on a mission to take the guesswork out of earthworks – 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 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.This fully remote role can be based out of the Netherlands, Germany, the UK or Poland.

Your Mission

Reporting to the Director of Customer Success and working closely with the European Director of Operations, you will manage a growing team of four European-based Customer Success Engineers (CSEs) and Technical Support Specialists (TSSs). This team is responsible for onboarding, training, and supporting customers using Propeller’s hardware and software solutions. CSEs manage a dedicated portfolio of customers at various lifecycle stages, ensuring they successfully leverage our products to meet their goals. TSSs provide reactive troubleshooting support and collaborate closely with CSEs to address technical challenges.
Your mission is to coach, mentor, and lead this team, fostering a strong, supportive culture and building processes that drive efficiency and customer satisfaction. As an escalation point for customer issues, you’ll ensure the team is equipped to meet goals, maintain balanced workloads, and collaborate effectively with internal teams. You’ll ensure that what we promise to our customers can be delivered, and what we deliver is what we promised.
Meet your future team HERE!

Responsibilities

Lead, coach, and oversee a team of European Customer Success Engineers and Technical Support Specialists, setting clear expectations and driving accountability for achieving objectives and delivering measurable impact.
  • Facilitate professional growth by actively coaching team members, supporting their career development goals, and providing actionable feedback on strengths and areas for improvement.
  • Manage team resourcing and capacity effectively, including hiring new members as needed, balancing workload distribution, and aligning resources to business priorities.
  • Drive high levels of customer engagement, satisfaction, and retention by ensuring the team proactively addresses customer needs, mitigates churn risks, and delivers value through Propeller’s products and services.
  • Contribute to the strategic direction and execution of global Customer Success initiatives by participating in and leading impactful projects, ensuring alignment with long-term business goals.

Your Skills

  • Proven track record in managing and mentoring customer-facing teams (2-3 years), preferably in a start-up or scale-up environment.
  • Emotionally intelligent, organized, and data-driven, with a track record of balancing customer needs with business goals.
  • You’re comfortable and skilled in respectfully pushing back or offering alternative solutions to senior management, ensuring the team’s and customer’s needs are met.
  • Capability to balance long-term strategic vision with effective tactical execution in a fast-paced environment.
  • Excellent communicator, adept at supporting customers, dealers and teams across multiple channels and high-pressure situations. With the ability to handle sensitive situations with dealers and customers, acting as an escalation point when needed.
  • Strong ability to deliver and act on constructive feedback while fostering team development and collaboration across stakeholders.
  • Solid technical knowledge – preferably in SaaS, GIS, or drones – with expertise in managing escalations and resolving complex customer issues.
  • Skilled in creating and optimizing customer-facing processes to drive efficiency and satisfaction.

Bonus points for:

  • Prior experience using Gainsight, ZenDesk or another customer success platform to manage team performance and track customer-facing activities.
  • Prior experience in SaaS.
  • Prior experience in a remote set-up.
  • Industry experience in either mining, civil construction, landfill, or aggregates.
  • Knowledge of remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
  • Additional languages besides English.

Benefits

  • Employee share options
  • Professional development benefits and leave
  • The opportunity to take part in our mentorship program
  • Monthly telephone and/or internet allowance
  • Paid primary & secondary parental leave policies
  • Flexible work arrangements and WFH equipment provided

About Propeller

Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability.  If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.
Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!
If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!

Tagged as: 1-3 Years

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Propeller is on a mission to take the guesswork out of earthworks – 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 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.This fully remote role can be based out of the Netherlands, Germany, the UK or Poland.

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