Propel

Customer Success Manager

Propel

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $105,000 - $125,000 per year

About the role

  • Engage proactively with a portfolio of named accounts to understand evolving needs, business goals, and challenges, and align solutions using our products and services.
  • Build and nurture strong relationships with key stakeholders to foster trust and become a trusted advisor.
  • Conduct bi-annual executive business reviews to confirm strategic alignment, review joint roadmaps, and track progress toward shared goals.
  • Drive product adoption and value realization post-implementation by delivering training, resources, and best practices; create and maintain customer success plans.
  • Monitor customer engagement and usage data to identify risks, resolve issues in collaboration with internal teams, and recommend product enhancements.
  • Identify and cultivate upsell opportunities for new products and expansion within the existing customer base, collaborating closely with Sales and Product teams to exceed expansion revenue goals.
  • Drive renewal strategies by articulating the value, modules, and products to key stakeholders and executive sponsors.
  • Advocate for the customer internally, influencing product development and strategic decisions to enhance the overall customer experience.

Requirements

  • 5+ years of experience as a Customer Success Manager in SaaS or enterprise software.
  • Knowledge and experience with Quality Management System (QMS) software and tools (e.g., electronic QMS, LMS, validated systems).
  • Proven ability to guide customers through the adoption and value realization of QMS software platforms.
  • Experience communicating and presenting to executive-level customers.
  • Solid problem-solving skills, critical thinking, and a proactive, customer-focused approach.
  • Strong organizational and time management skills, capable of handling multiple customer accounts and priorities.
Benefits
  • Company Options grant
  • 401k offering for Traditional and Roth accounts in the US
  • 12 weeks fully-paid gender-neutral parental leave *Company leave allowances run concurrently with state leave requirements which take precedence.
  • Flexible Vacation
  • Flexible Sick Time
  • 24 hours annual paid Volunteer Time
  • $1,500 annual Continuous Learning Stipend
  • Company-wide Holidays (including end of year winter break)
  • Health Insurance options including Medical, Dental, Vision
  • Tech: laptop (Mac or Windows), monitor, mouse, keyboard
  • Monthly Commuter stipend for hybrid & onsite Employees
  • Monthly Work From Home stipend for remote employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success ManagementSaaSQuality Management System (QMS)electronic QMSLMSvalidated systemsproduct adoptionvalue realizationcustomer success plansupsell opportunities
Soft Skills
relationship buildingtrust fosteringcommunicationproblem-solvingcritical thinkingproactive approachorganizational skillstime management