Customer Success Team Manager

Responsibilities

• 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.

• 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.

• 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